Senior Technical Consultant

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. is seeking a Senior Technical Consultant to lead the implementation of Passport and ICE Business Intelligence applications. This role involves overseeing both virtual and on-site consulting engagements, analyzing client processes, and providing expert recommendations for data implementation and operational improvements.

The ideal candidate will have over 7 years of experience in product support or consulting, particularly within the mortgage industry. Strong communication and analytical skills are essential to enhance client satisfaction and project outcomes.

Qualifications

• Bachelor’s degree or equivalent combination of education, training, or work experience.
• 7+ years of experience in product support or consulting role.
• Mortgage industry experience, preferably with Mortgage Servicing.

Responsibilities

• Oversee consulting and implementation engagements for ICE products.
• Monitor and analyze clients’ operations for training purposes.
• Perform in-depth problem analysis and develop effective solutions.
• Create consulting materials tailored to client engagement needs.

Skills

Consulting experience

Mortgage industry knowledge

Communication skills

Analytical skills

Training experience

Education

Bachelor's degree or equivalent

Tools

ICE Mortgage Technology products

Passport

Job description

Overview

Job Purpose

The Senior Technical Consultant plays a crucial role in implementing our Passport and Intercontinental Exchange (ICE) Business Intelligence — Servicing (formerly known as Motivity and AIP/Actionable Intelligence Platform) applications for new clients, including both standalone consulting engagements and MSP implementation projects. This position involves leading virtual and on-site consulting engagements, analyzing clients’ current state processes and system utilization, and providing expert recommendations on data implementation, best practice operational improvements, training needs, process reengineering, and system optimization. The consultant will serve as a key liaison between customers, users, and product owners, ensuring seamless communication and successful project outcomes.

Responsibilities

• Oversee consulting, configuration, and implementation engagements for Passport and ICE Business Intelligence — Servicing (formerly Motivity/AIP) applications, including standalone and MSP-integrated implementations.
• Monitor, observe, and gather relevant data on clients’ operations to provide comprehensive business and system application training.
• Perform in-depth problem analysis and develop effective solutions to client issues, utilizing extensive knowledge of the Passport and ICE Business Intelligence — Servicing tools.
• Create detailed procedures, flowcharts, and other consulting materials as required by each engagement.
• Innovate and refine processes and procedures to enhance efficiency and resolve complex problems related to clients’ ICE Mortgage Technology products.
• Collaborate with other ICE Mortgage Technology departments, offering professional and industry expertise as needed.
• Assist clients in developing and maintaining test plans, test cases, and post-production support documents to ensure application enhancements meet their needs and maintain integrity.
• Help manage client expectations and encourage end user acceptance of the system.
• Identify and document requirements for configuring system settings, workflow rules, user roles, and workflow assignments for new products.
• Support clients in implementing configuration changes identified during user acceptance testing and in production.
• Mentor and develop team members, providing guidance and support to help them achieve their professional goals.
• Play a pivotal role in training clients and internal personnel on product enhancements, new systems, or procedures.
• Perform other related duties as assigned.

Knowledge and Experience

• Bachelor’s degree or equivalent combination of education, training, or work experience.
• 7+ years of experience in a product support or consulting role.
• Mortgage industry experience with a strong preference for Mortgage Servicing background and mortgage software application experience.
• Previous consulting or client-facing experience.
• Experience with Passport and/or ICE Business Intelligence — Servicing (formerly Motivity or AIP/Actionable Intelligence Platform) applications strongly preferred.
• Experience with legacy Black Knight and current ICE Mortgage Technology products, services, and capabilities.
• Experience training clients and/or internal users on software or data products.
• Previous software implementation experience.
• Exceptional verbal and written communication skills.
• Strong analytical skills to determine client business needs and requirements.
• Ability to quickly become proficient with new technologies.
• Ability to present content in a classroom or virtual setting.
• Detail-oriented with strong organizational and problem-solving abilities.

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