Analyst, Client Delivery

Overview

Job Purpose

ICE Mortgage Technology is seeking a technically skilled Analyst, Client Delivery to execute the hands-on provisioning and configuration work required to onboard new mortgage technology clients. This role is primarily keyboard-driven - the Analyst will directly build out client environments, apply base-level system configurations, and perform validation testing to ensure each environment is ready for handoff to Professional Services. Working closely with the Manager of Client Delivery and cross-functional teams, the Analyst translates deployment specifications into correctly configured client instances. The ideal candidate is technically precise, comfortable working inside complex SaaS platforms, and takes ownership of the quality of every environment they touch.

Responsibilities

• Client Delivery Support

• Support the full lifecycle of client delivery from contract execution through environment handoff to Professional Services, ensuring adherence to defined timelines, milestones, and quality standards.

• Execute onboarding playbooks, checklists, and runbooks that standardize the provisioning and configuration process across all product lines.

• Assist with escalation coordination for onboarding-related issues, working cross-functionally with Engineering, Product, and Client Support to facilitate resolution.

• Environment Readiness & Configuration

• Assist in the provisioning of client environments, ensuring all infrastructure, access controls, and security configurations meet organizational and client-specific requirements.

• Execute base-level configurations (system settings, workflows, user roles, integrations, and data mappings) accurately for each client instance prior to handoff to Professional Services.

• Perform pre-handoff validation procedures, including configuration checklists and quality assurance checkpoints to ensure environment readiness.

• Document configuration steps and contribute to efforts to reduce manual provisioning effort over time.

• Configuration Quality & Documentation

• Perform hands-on configuration testing and validation across all provisioned environments prior to handoff, verifying system settings, workflows, user roles, integrations, and data mappings against deployment specifications.

• Identify and resolve configuration discrepancies during pre-handoff QA, documenting defects and working with the Manager and Engineering contacts to correct issues before environments are released to Professional Services.

• Maintain accurate configuration logs and runbook documentation for each client engagement, capturing all settings applied, deviations from standard configurations, and any open items at the point of handoff.

• Cross-Functional Collaboration

• Collaborate with Sales and internal stakeholders to gather and document client-specific configuration requirements, translating scope into actionable deployment tasks.

• Support the structured handoff of provisioned and configured client environments to Professional Services, ensuring all base-level configurations are validated and documented.

• Provide feedback to the Manager, Client Delivery on recurring configuration challenges, documentation gaps, and process improvement opportunities surfaced during onboarding.

• Assist in the development and delivery of client-facing onboarding documentation, training materials, and welcome communications.

• Ongoing Environment Support

• Provide ongoing environment administration support to Professional Services throughout the implementation lifecycle, including user provisioning, access management, and system-level configuration changes.

• Process requests from Professional Services for updated configurations, environment adjustments, and deployment of additional settings as implementation requirements evolve.

• Maintain documentation of all post-handoff configuration changes and environment modifications to ensure a complete audit trail and support knowledge transfer.

Knowledge and Experience

• 2+ years of experience in client delivery, implementation support, technical operations, or a related role within a SaaS or mortgage technology environment.

• Demonstrated experience executing environment provisioning, system configuration, or deployment workflows in a SaaS platform.

• Ability to follow and contribute to standardized onboarding methodologies, playbooks, and checklists.

• Strong organizational and project coordination skills with experience supporting multiple concurrent client engagements.

• Comfort working directly inside SaaS platforms to apply configurations, troubleshoot settings, and validate system behavior - this is a hands-on technical role.

• Strong written and verbal communication skills with the ability to engage effectively with both technical teams and internal stakeholders.

Preferred Knowledge and Experience

• Experience with ICE Mortgage Technology products (Encompass, MSP, Servicing, MLS, or related platforms).

• Familiarity with configuration management tools or structured deployment workflows.

• Experience contributing to knowledge base development or client self-service enablement efforts.

• Background in operational process improvement or continuous improvement methodologies.

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