Analyst, Client Services Operations

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

About The Position

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

Requirements

Familiarity with ICE Mortgage Technology products and services.
Familiarity with collaboration tools.
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.

Nice To Haves

Knowledge of SQL a plus.

Responsibilities

Works within a team on ICE Business Intelligence technology business consulting projects to meet specific client requirements.
Configures, researches, and documents client needs related to ICE Business Intelligence.
Assists with planning/communication of IMT technology changes to client to ensure changes to platforms and integration risks are mitigated.
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.
Assists in management of implementation of changes with the customer, assisting with coordination and testing prior to production deployment.
May assist client in writing test plans and test cases to ensure enhancements made to applications meet client needs and that application integrity is maintained.
Provides input to processes and procedures to achieve greater efficiencies and to solve the most complex business process problems.
Consults directly with the client and may travel to the client site.
Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client needs will be met.
Performs other related duties as assigned.