Senior Consultant, Client Services

OverviewJob PurposeAdvanced level role for someone who possesses a broad understanding of developing and resolving operational solutions and uses this knowledge to bring solutions to internal and external clients. Works with business partners across multiple business functions to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge. This role is client facing and acts independently or as a member of a team responsible for providing technical support as well as support of ICE Mortgage Servicing Platform and associated networking and distributed server applications. Serves as a point of escalation for production and operational support and collaborates with the customer, online users, and product owners.ResponsibilitiesAssist other ICE departments by providing professional and industry expertise as neededWorks directly with the client to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledgeElicits and clearly defines client needs by assessing and documenting business opportunities, benefits, risks, and success factors of potential business solutionsCoordinates and executes testing for multiple, major applicationsIndependently resolves errors and issues as they occur with minimum involvement and guidance from managementServes as an intermediary during technical discussionsPreparation and review of trending statisticsUnderstanding of file monitoring and management; MPLS, NDM, Cisco and WAN preferredUnderstanding of a Mainframe system, file management and file movement theoriesFamiliarity with web service calls, client server type applications and supportUnderstanding of networks and network configurationsUnderstanding of applicable internal tools used in the trouble shooting processEscalations to management of reported significant client impacting issuesStrong technical and analytical backgroundAbility to interact with all levels of managementPerforms other related duties as assignedKnowledge And ExperienceBachelor's degree or the equivalent combination of education, training, or work experienceRequires 7+ years of experience in a production support rolePrevious consulting, implementation or client facing experienceAbility to quickly become proficient with new technologiesMortgage industry and mortgage software application experienceFamiliarity with and understanding of the interfaces and integration processes between the Distributed Systems and MSP applications preferredExperience with ICE Mortgage Technology products, services, and capabilitiesStrong analytical skills used to determine client’s business needs and requirementsAbility to present content in a classroom or virtual settingExceptional verbal and written communication skills. Ability to relate to and communicate effectively with all levels of client personnel, in an organized and professional mannerExceptional interpersonal skills and a demonstrated ability to interact with both external and internal customers, establishing and maintaining effective working relationshipsKnowledgeable in the use of personal computers and able to use multiple PC software systems (MS Word, Excel, PowerPoint)Excellent problem solving and analysis skills. Resourceful and proactive in gathering information and sharing ideasMust be able to function well as an independent contributor and as part of a team. Strong time management skills, attention to detail, and resourcefulnessStrong knowledge of financial and/or loan processing services technology, including systems, applications, practices, and emerging technologies. Ability to quickly become proficient with new technologies.Ability to utilize judgment in decision making processClient relationship management skills, understanding and focusing on clients' needs, establishing credibility and building positive, professional, relationships with clientsIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.