Customer Support Engineer jobs at Intercontinental Exchange - Ice in United States, Jacksonville

Responsibilities

• Provide guidance on various client workflows to multiple internal ICE Data Services teams including development, data content, product, quant, and quality assurance.
• Assist in implementation and creation of new accounts and projects.
• Provide expert training and support to application users.
• Streamline current procedures to better serve end-customers.
• Perform analytical research in order to validate client reporting and strategy.
• Perform training/demos to prospective clients as well as other internal ICE Data Services teams.

Knowledge and Experience

• Bachelor’s Degree, preferably in Mathematics, Finance, Business, Economics or Computer Science.
• Work experience of 0-1 year acceptable.
• Excellent communication skills needed to effectively support clients over phone and email.
• Sufficient analytical skills needed to understand and interpret theoretical/mathematical calculations.
• Sufficient technical skills needed to troubleshoot the various products and platforms.
• Intermediate PC skills needed for assisting in software navigation, server management, and automation building.

Job Purpose

Serves as a senior 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

• Consults directly with clients regarding system requirements and performance related to business processes in the servicing environment; specifically regarding their use of the MSP and related products.
• Works individually or within a team on technology business consulting projects to meet specific client requirements.
• Serves as liaison between end-users and the information technology organization consultants during IT and technology consulting projects.
• Expertly researches and documents client needs, technology, or regulations related to system design, enhancement that will impact multiple platforms and/or applications.
• Analyzes industry, company, technology best practices, etc. Also analyzes system impacts to other systems and procedures. Provides recommendations on best practices, processes, and changes in technology accordingly.
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client needs will be met.
• May play a key role in the training of client and technical support personnel on enhancements, new systems or procedures.

Knowledge and Experience

• A Bachelor's degree or the equivalent combination of education, training, or work experience.
• Prior Mortgage Servicing experience
• Mortgage servicing product experience (i.e. MSP) highly preferred
• Functional knowledge in the following area(s) may be required:
• Escrow Analysis
• Insurance, including:
• PMI/MIP
• Optional
• Hazard
• Taxes
• Payoffs
• Customer Service
• Tracking,including:
• Disaster
• Task
• Paid in Full

• Familiarity with ICE Mortgage products and services
• In-depth knowledge of mortgage services industry and associated regulatory and compliance requirements
• Awareness of system-development protocol
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Willingly shares relevant knowledge and expertise to other resources
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
• Ability to persuade and influence others on the best approach to take
• Project management skills, including the ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
• Is resourceful and proactive in gathering information and sharing ideas

Job Purpose

The SAM Compliance Engineer plays a critical role in ensuring software compliance and support audit readiness. Using ServiceNow SAM Pro, this role ensures that software asset management tooling and compliance management is operating effectively.

Responsibilities

• License Compliance: On-going review of industry and best practices of licensing changes as it related to internal systems and/processes to ensure proper license usage and compliance; End-user device, On-premises and Cloud Infrastructure devices.
  • Contracts Review: Ability to review software vendor contracts to assess and determine licensing, usage and compliance needs.
  • Audit Support: Prepare cost and usage reports for internal and/or vendor audits.
  • Operational Improvements: Identity opportunities to improve operations via process improvements and/or automation
  • Reporting: Generate monthly license position reports, dashboards, and financial summaries.
  • SAM Compliance Tooling: Administration of tools such as ILMT, License Servers, SAMPro configuration (DMAP, SW Models, Entitlements, SAMPro Workspace), File Based

• Software Asset Management Operations: Develop and maintain a deep understanding of the software asset lifecycle, IT Asset Management policies, SAM procedures, the data model and functionality of the CMDB and software asset management tools in ServiceNow
• Understand License Terms: Thoroughly review and comprehend the terms and conditions of software license agreements and understand the systems we have to maintain compliance; including but not limited to open source and commercial libraries.
• Maintain Centralized License Inventory: Ensure completeness of software license inventory in a ServiceNow CMDB; maintain records of software purchases and licenses; work onboard and manage licenses acquired by other groups or through acquisition activities.
• Manage Overall License Position and Usage Tracking Strategy: Develop and partner with stakeholders to develop methods and implement systems/procedures to manage and track usage and license effectively; monitor how licenses are used and assigned within the organization.
• Conduct Regular Audits: Regularly assess compliance with license terms, identify any discrepancies and trends.
• Ongoing Compliance Awareness and Education: Continue to educate and train staff on software compliance, policies and tools.
• SAM Reporting: Continue to develop and maintain core data and metrics in the form of live ServiceNow Reports and/or dashboards.
• Software Discovery Management: Understand and partner with stakeholders to ensure the appropriate level of data is collected to support the SAM License Compliance Program; co-manage data enrichment from data/discovery sources to ensure appropriate data coverage; may manage and/or own discovery tools as needed.
• Prepare reports for use by ICE management and by external vendors/auditors.

Knowledge and Experience

Required

• 3+ years’ experience in Software Asset Management, end user, infrastructure and Cloud license compliance
• Experience with ServiceNow SAM Pro, including license workbench and reconciliation jobs.
• Administration of IBM’s ILMT
• Strong understanding of software licensing (IBM, Microsoft, Adobe, Oracle, etc.).
• Strong license compliance experience
• Advanced data analysis using excel, excel formulas or other data analysis tools
• Bachelor’s degree in computer science, Business Administration, Finance or Information Technology
• Certifications in SAM (e.g., CSAM, ServiceNow SAM Pro)
• Strong written and verbal communication skills. Ability to prepare and give presentations
• Ability to multitask and work independently on multiple projects
• Ability to perform well under pressure
• Ability to create diagrams, business processes, workflow and/or entity relationship diagrams

Preferred

• Working experience on Tanium, Axonius or JAMf
• ServiceNow Software Discovery Investigations
• Python, Perl or scripting skills
• AI-driven automation, prompt engineering and LLM integration
• 1+ years CMDB and Hardware Asset Management experience

Job Purpose

Products supported include: MLS, Paragon, Paragon Connect

Responsibilities

• Performs customer support functions via phone and email
• Reviews legal descriptions to establish identity of property
• Researches and gathers information for tax issues, e.g., delinquent tax lawsuits, delinquent and/or missing tax bills
• Investigates property value and/or property exemption discrepancies
• Researches tax and fee discrepancies for mortgage closings, title issues
• Keeps abreast of changes in state property tax/fee laws
• Performs other related duties as assigned.

Knowledge and Experience

• A high school diploma or GED is required for this role
• Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
• Real Estate experience preferred
• Excellent customer service skills
• Ability to apply knowledge from one situation to the next to solve problems
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, organizational, analytical, and problem-solving skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Excellent oral and written communication skills
• Flexibility, versatility, dependability
• Ability to prioritize and manage work in fast paced high volume environment

Job Purpose

Products supported include: MLS, Paragon, Paragon Connect

Responsibilities

• Performs Client support functions via phone and email
• Reviews application settings in Paragon and works directly with the MLS Boards
• Performs other related duties as assigned.

Knowledge and Experience

• A high school diploma or GED is required for this role
• Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
• Real Estate experience preferred
• Excellent customer service skills
• Ability to apply knowledge from one situation to the next to solve problems
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, organizational, analytical, and problem-solving skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Excellent oral and written communication skills
• Flexibility, versatility, dependability
• Ability to prioritize and manage work in fast paced high volume environment
• Possible travel to client sites up to 5%

Work hours are 9:00 am to 6:00 pm Eastern time. Some weekend on call hours required.

Job Purpose

Serves as a senior 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 directly with a client to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge.
• Collaborates with the development team to prepare estimates of resources needed to complete activities and projects.
• Manages projects or project sub-plans by developing, coordinating and controlling the steps necessary to carry out a project within established time frame, quality and requirements.
• Investigates client needs, regulations, and technology to provide input into the design of a new system, system enhancements, or acquired software or hardware.
• Elicits and clearly defines client needs by assessing and documenting business opportunities, benefits, risks, and success factors of potential business solutions.
• Prepares and updates written material and explanations to accompany systems, programs, and program changes.
• Independently resolves errors and issues as they occur with minimum involvement and guidance from management.
• Performs other related duties as required.

Knowledge and Experience

• A bachelor’s degree
• Four years relevant work experience or the equivalent combination of education, training, or work experience
• Familiarity with other ICE Servicing applications and integrations

Preferred Knowledge and Experience

• Strong experience in mortgage servicing and it's functional areas
• Proven technical aptitude
• Servicing technology experience
• In-depth knowledge of mortgage-and home-equity services industry and associated regulatory and compliance requirements
• Knowledge of the tools, techniques and principles used in application development
• Proficiency in business modeling and requirements definition disciplines
• Proficiency in quality management methods, tools and technologies
• Awareness of system-development protocol
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Willingly shares relevant knowledge and expertise to other resources
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
• Ability to persuade and influence others on the best approach to take
• Is resourceful and proactive in gathering information and sharing ideas

Responsibilities

• Responsible for the development of enterprise applications.
• Participates and often leads technical design, architecture, and implementation of enterprise applications.
• Develops and ensures adherence to development process and best practices.
• Facilitates an agile, efficient, and fast paced development environment.
• Participates in software design meetings and analyzes user needs to determine technical requirements.
• Responsible for automation of builds and deployments.
• Responsible for ensuring deployments are successful.
• Responsible for application performance and resilience.
• Provides mentorship and guidance for less experienced software development staff.
• Remains current on industry standards in technologies relevant to their responsibilities.
• Works closely with product and business teams to ensure software functions as expected.
• Ensure adherence to industry and corporate standards including SDLC, information and software security, and compliance.

Knowledge and Experience

• 10+ years of professional software development experience.
• Master's degree (preferred) or Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.
• 7+ years of experience designing and architecting complex software systems.
• Expert-level proficiency in modern programming languages:
  • Python
  • Java or .NET
  • Transact SQL
• 5+ years of hands-on experience with modern UI frameworks such as React or Angular.
• 7+ years of substantial experience with RDBMS such as PostgreSQL and SQL Server.
• Proven experience in developing and deploying AI/ML solutions, including knowledge of key frameworks and platforms (e.g., TensorFlow, PyTorch, scikit-learn) is preferred.
• Strong knowledge and experience with containerization technologies (e.g., Docker, Kubernetes).
• Extensive experience working within and leading agile development teams.
• Proficiency with agile project management tools such as Jira.
• Proficiency with continuous integration and continuous deployment (CI/CD) tools such as Jenkins.
• Demonstrated ability to lead, mentor, and effectively collaborate across cross-functional technical teams.