Job Description

Overview

Job Purpose

The Senior Technology Consultant plays a crucial role in implementing our Ice Business Intelligence (previously known as Actionable Intelligence Platform) Origination application for new clients. This position involves leading virtual and on-site consulting engagements, analyzing clients' current processes and system usage, and providing expert recommendations on data implementation, operational improvements, training needs, process reengineering, and system optimization. The consultant will serve as a key liaison between customers, users, and product owners, ensuring seamless communication and successful project outcomes.

Responsibilities

• Oversee consulting, configuration, and implementation engagements for ICE Business Intelligence (aka AIP - Actionable Intelligence Platform) application.
• 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 AIP 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.
• Help manage client expectations and encourage end user acceptance of the system.
• 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.
• 7+ 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, Mortgage Origination and mortgage software application experience.
• Experience with legacy Black Knight and current ICE Mortgage Technology products, services, and capabilities.
• 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.

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