Senior Consultant, Elevated Client Services

ICE Clear Europe Limited; Jacksonville (FL); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Intercontinental Exchange, Inc. seeks a seasoned business consultant to contribute expertise in Servicing Digital and Customer Service. You will formulate system scope, guide technical considerations, and document client needs for complex projects.

You will liaise between clients and IMT Product Management, plan technology changes, and support testing and deployment to mitigate platform risks. Strong communication and agile thinking are essential.

Formación

• Familiarity with ICE Mortgage Technology products and services.
• Familiarity with Trello and collaboration tools.
• Deep knowledge of data models, dashboards, analytics and KPIs.
• Excellent customer service skills for internal and external clients.
• Strong written and verbal communication across all levels.
• Understanding of Kanban and Agile methodologies.
• Ability to estimate work effort for configurations and ensure project completion.
• Knowledge of SQL is a plus.

Responsabilidades

• 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.
• P erforms other related duties as assigned.

Conocimientos

ICE Mortgage Tech

Trello

Data models/KPIs

Customer service

Communication

Kanban/Agile

Business modeling

Work estimation

SQL knowledge

Herramientas

SQL

Descripción del empleo

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.