Overview Job Purpose This position in the Professional Services organization completes various on-site consulting engagements centered on mortgage servicing operational practices and implementation activities. Observes current state processes and system utilization and makes recommendations, both verbal and written to clients regarding the implementation of data, best practice operational improvements, training needs, reengineered processes, system optimization, and other related opportunities. Serves as a liaison between the customer, users, and consultants. Responsibilities Compiles and analyzes customer data, and reports in preparation for on-site engagements. Completes consulting and implementation engagements in assigned functional areas. Interviews, observes, and gathers relevant data on-site in client's operation to provide business and system application training, and perform problem analysis and determine solutions to client issues. Prepares and delivers to clients a written report detailing information on observations, recommendations, work completed, pending work, and clients' on-going responsibilities. Monitors the engagements’ progress after the on-site review addressing any subsequent issues arising, uncompleted tasks, and any problems disclosed in assigned functional areas. Monitors and reviews key client activities on a regular basis, making recommendations, both verbal and written to clients regarding the implementation of data, best practice operational improvements, training needs, reengineered processes, system optimization and other related opportunities. Supervises work assigned to the client. Develops professional and positive client relations designed to attract and promote new consulting and training business and foster an ongoing ICE relationship. Develops procedures, flowcharts and other consulting materials as required by the engagement assigned and devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex problems related to clients’ ICE products. Assists other ICE departments by providing professional and industry expertise as needed. For implementation activity, prepares internal deliverable document for Client Support to be used as a handoff for support related issues. 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. Supports a variety of tests using client data, such as system integration readiness and acceptance testing, to ensure client needs will be met. 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. Proactively reaches out to client to discuss upcoming product changes that may affect the client’s operations. May play a key role in the training of client and internal personnel on product enhancements, new systems, or procedures. Consults directly with the client and must be able to travel as much as 75%, as needed by the business. Typical travel ranges from 40% - 60%. Knowledge and Experience Bachelor’s degree or the equivalent combination of education, training, or work experience. Prior Mortgage or Home Equity Servicing experience highly preferred Practical experience with Black Knight applications and loan servicing functionality for HELOC and Consumer loans Familiarity with and understanding of the interfaces and integration processes between the MSP and ICE applications preferred Previous consulting experience preferred Previous loan acquisition and implementation experience preferred 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 Excellent verbal and written communication skills, including the use of presentation and interpersonal skills to communicate ideas in a clear, concise, and professional manner to technical and non-technical audiences of various levels in the organization Client relationship management skills, understanding and focusing on clients' needs, establishing credibility, and building positive, professional, relationships with clients Strong analytical skills used to determine client business needs and requirements Schedule This role is remote, and the employee may be located in one of the following states: Arizona, Connecticut, Washington DC, Florida, Georgia, Illinois, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Hampshire, New Jersey, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Texas, Utah, Virginia, Wisconsin. Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.