Senior Consultant, Elevated Client Services

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

About The Position

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.

Requirements

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).
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.

Nice To Haves

Prior training or test support experience preferred.

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.