Responsibilities
- Support the efficient and effective use of ICE products within the client’s integrated environment.
- Requirements Gathering & Analysis: Collaborate with stakeholders to elicit, analyze, and document business requirements, ensuring alignment with organizational goals and client needs.
- Solution Design & Recommendation: Evaluate existing systems and processes to identify gaps and propose technology-driven solutions that enhance efficiency and effectiveness.
- Stakeholder Communication: Serve as a liaison between business units, clients, and technical teams, facilitating clear and consistent communication throughout the project lifecycle.
- Quality Assurance & Testing Support: Support project testing by creating test plans, validating test cases against business requirements, completing QA testing, and supporting user acceptance testing (UAT) to ensure solutions meet expected outcomes.
- Process Improvement: Analyze business workflows and recommend improvements using data insights, industry best practices, and ICE Mortgage Technology capabilities.
- Product & System Support: Provide ongoing support for ICE products, assisting clients in troubleshooting issues, optimizing usage, and implementing updates or enhancements.
- Documentation & Reporting: Create and maintain detailed documentation including business requirements, design documents, process flows, user guides, and status reports to support transparency and decision-making.
- Training & Knowledge Sharing: Conduct training sessions and workshops for clients and internal teams to ensure effective adoption of solutions and promote continuous learning.
Knowledge and Experience
- Minimum 3 years of MSP user experience
- Exceptional verbal and written communication skills. Ability to communicate effectively with all organization levels
- 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.
- Demonstrates strong analytical thinking by thoroughly understanding problems before identifying and implementing effective solutions
- Strong MS Word, Excel, and PowerPoint skills
- May require some travel (about 5%)
