Senior Consultant, Elevated Client Services

Job Purpose

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.

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.

Knowledge and Experience

• 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).
• Prior training or test support experience preferred.
• 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.

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