Senior Consultant, Elevated Client Services

Intercontinental Exchange; Jacksonville (FL); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Intercontinental Exchange is seeking a technology consultant to support Servicing Digital and Customer Service initiatives. You will work with client teams to define system scope, document requirements, and coordinate changes across Product Management and Development.

Travel to client sites may be required. Ideal candidates bring strong data analytics, experience with dashboards and KPIs, and familiarity with Agile/Kanban methods, plus SQL skills.

Formación

• Experience with financial services technology and mortgage platforms.
• Ability to document requirements and configure systems.
• Strong communication with clients and internal teams.
• Familiarity with Kanban and Agile methodologies.
• Knowledge of SQL is a plus.

Responsabilidades

• Collaborate on Servicing Digital and Customer Service technology projects to meet client requirements.
• Configure, research, and document client needs for Servicing Digital and Customer Service.
• Act as liaison between customer and IMT Product Management and Development.
• Plan communications of technology changes to clients to mitigate integration risks.
• Research and document client needs, technology, or regulations related to system design and acquisitions.
• Manage implementation of changes with the customer, coordinating testing prior to deployment.
• Assist client in writing test plans and test cases to ensure requirements are met.
• Devise and modify processes to improve efficiency and solve complex problems.
• Conduct system, integration, readiness and acceptance testing using client data.

Conocimientos

Data analytics

Dashboards

KPIs

SQL

Data modeling

Kanban

Agile

Requirements

Effort estimation

Herramientas

Trello

Descripción del empleo

Job Description

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.