Senior Consultant

Job Purpose

Serves as a Senior Consultant with expertise in Loan Administration business processes responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. This role is client facing and acts independently or as a member of a project team responsible for providing technical support and business process guidance as they implement new release functionality in the ICE Mortgage Servicing Platform and associated distributed applications. Serves as a liaison between the customer, online users, and product owners.

Responsibilities

• Completes consulting and implementation engagements for ICE's Mortgage Servicing Products.
• Monitors, observes, and gathers relevant data on client's operation to provide business and system application training.
• Performs problem analysis and determines solutions to client issues.
• Develops procedures, flowcharts and other consulting materials as required by the engagement assigned.
• Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex problems related to clients' ICE products.
• Assist other ICE departments by providing professional and industry expertise as needed.
• Assist client with the creation and maintenance of test plans, test cases, and postproduction support documents to ensure enhancements made to applications meet their needs and that application integrity is maintained.
• Identifies and documents requirements for configuration of system settings, workflow rules, user roles and workflow assignments for new products.
• Assist clients with implementing configuration changes identified during user acceptance testing and in production.
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client.
• May play a key role in the training of client and internal personnel on product enhancements, new systems, or procedures.
• May serve as pre-sales support specialist when needed.
• Consults directly with the client and may have to travel up to 25%.
• Performs other related duties as assigned.

Knowledge and Experience

• Bachelor's degree or the equivalent combination of education, training, or work experience
• Requires 7+ years of experience in a product support role.
• Previous consulting, implementation 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.
• Loan Boarding and Service Transfers
• Borrower Correspondences
• Microservices and API
• Microsoft SQL
• ETL Processes involving ASCII and EBCDIC
• Passport, eCDE/BDE
• Familiarity with and understanding of the interfaces and integration processes between the Distributed Systems and MSP applications preferred.
• Experience with ICE products, services, and capabilities.
• Strong analytical skills used to determine client business needs and requirements.
• Ability to present content in a classroom or virtual setting.
• Exceptional verbal and written communication skills. Ability to relate to and communicate effectively with all levels of client personnel, from the CEO to line level staff, in an organized and professional manner.
• Exceptional interpersonal skills and a demonstrated ability to interact with both external and internal customers, establishing and maintaining effective working relationships.
• Knowledgeable in the use of personal computers and able to use multiple PC software systems (MS Word, Excel, PowerPoint, Visio, etc. and project management software).
• Excellent problem solving and analysis skills. Resourceful and proactive in gathering information and sharing ideas.
• Must be able to function well as an independent contributor and as part of a team. Strong time management skills, attention to detail, and resourcefulness
• Strong 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 process and decisions related to job tasks, including estimating work effort for project sub-plans or small projects to ensure the project is completed effectively and efficiently.
• Client relationship management skills, understanding and focusing on clients' needs, establishing credibility and building positive, professional, relationships with clients.