Senior Consultant, Elevated Client Services

Job Purpose

Serves as a contributor with expertise in particular business processes responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. Acts independently or as a member of a project team responsible for providing technical guidance concerning the business implications of the application of various systems. Provides technical consulting on complex projects.

Responsibilities

• Works within a team on Servicing Digital and Customer Service technology business consulting projects to meet specific client requirements.

• Expertly configures, research and documents client needs related to Servicing Digital and Customer Service.

• Act as liaison between customer and IMT Product Management and Development.

• Plan/communicate IMT technology changes to customer to ensure changes to platforms and integration risks are mitigated.

• Expertly researches and documents client needs, technology, or regulations related to system design, enhancement, acquiring hardware or software that will impact multiple platforms and/or applications.

• Manage implementation of changes with the customer, assisting with coordination and testing prior to production deployment.

• Assists client in writing test plans and test cases to ensure enhancements made to applications meet client needs and that application integrity is maintained.

• 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 (system, integration, readiness, acceptance) using client data to confirm client needs are met.

• Consults directly with the client and may travel to the client site.

• Performs other related duties as assigned.

Knowledge and Experience

• Familiarity with ICE Mortgage Technology products and services.

• Familiarity with collaboration tools such as Trello desired.

• In-depth knowledge of data models, dashboards, analytics and KPIs.

• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.

• Excellent verbal and written communication skills to all levels (e.g. executives, managers, individual contributors).

• Awareness of Kanban and Agile methodologies.

• Proficiency in business modeling and requirements definition disciplines.

• Ability to estimate work effort for configurations and ensure the project is successfully completed.

• Knowledge of SQL a plus.

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.