Acceptance Testing, Best Practices, Business Processes, Communication Skills, Consulting, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Debugging Skills, Establish Priorities, Functional Testing, Mentoring, Microsoft Exchange Server, Mortgage, Presentation/Verbal Skills, Procedure Development, Process Development, Product Management, Product Positioning, Product Support, Production Support, Service Delivery, Status Reports, Support Documentation, System Integration (SI), Time Management, User Interface/Experience (UI/UX), Writing Skills
Overview
Job Purpose
The Senior Consultant, Elevated Client Services role is designed to act as a product consultant who works with customer resources to deliver and/or consult on the ICE Mortgage Technology MSP suite of products. This position will be responsible for being a business consultant for the MSP platform, preparing and providing documentation to support pre-production enhancement testing by the client, tracking and facilitating resolution of client-reported defects and ensuring successful enhancement implementation into production. May include other MSP-related product support, such as BDE, Navigator, Passport, and output reports as needed based on the client''s focus.
Responsibilities
- Works within a team on MSP standard enhancement projects to meet ICE production deadlines and specific client requirements.
- Perform delivery activities such as supplementing functional documentation, testing support and defect resolution, and production validation support.
- Provides recommendations on best practices and changes in technology as needed.
- Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex business process problems.
- Conducts a variety of tests such as system, integration, readiness, and acceptance tests.
- Consults directly with the client and demonstrates understanding of their business and technical needs.
- Prepares enhancement status reports, conducts weekly project status meetings, and attends client testing meetings.
- May mentor, guide, and advise less experienced Integration Consultants.
- May require weekend hours for production validation.
- Work closely with internal resources such as product management, development, and client support, including attending product meetings and forums.
Knowledge and Experience
- 3+ years of MSP user experience.
- Familiarity with ICE Mortgage Technology products and services.
- In-depth mortgage industry knowledge.
- Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.
- Excellent verbal and written communication skills when engaging with all levels of management (e.g. executives, managers, individual contributors).
- Prior training or test support experience preferred.
- Ability to prioritize and manage work in a fast-paced environment with the ability to pivot seamlessly when required.
- Ability to understand, appreciate and deliver premier service to high-profile clients.
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
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Intercontinental Exchange Inc