Responsibilities
- Oversee consulting and implementation engagements for ICE Mortgage Technology Passport and Bulk Data Extract products, with a strong emphasis on the Bulk Data Extract.
- 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 Bulk Data Extract tool.
- 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.
- 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.
- 3+ years of experience in a product support role.
- Previous consulting or client-facing experience.
- Experience training clients and/or internal users on software or data products.
- Exceptional verbal and written communication skills.
- Ability to quickly become proficient with new technologies.
- Mortgage industry and mortgage software application experience.
- Experience with legacy Black Knight and current ICE Mortgage Technology products, services, and capabilities.
Experience/knowledge with: Bulk Data Extract, SQL, DB2, General knowledge of relational database structure, File transfer experience, FTPS/SFTP general knowledge of concepts.
General understanding of Mainframe EBCIDIC data structure, SSIS Experience, cloud-based data platform knowledge like Snowflake.
- Strong analytical skills to determine client business needs and requirements.
- Ability to present content in a classroom or virtual setting.
- Previous software implementation experience.
- Specific job-related skills, such as language fluency and general characteristics like communication skills and attention to detail.
