Overview
On Site
Full Time
Skills
Fluency
Virtual Team
Workflow
Escalation Management
System Testing
Facilitation
Customer Service
Service Operations
Roadmaps
Customer Engagement
Partnership
Collaboration
Benchmarking
Mentorship
ICE
Computer Science
Loan Origination
Account Management
Software Management
Information Technology
Mortgage
SDK
Python
Java
.NET
Amazon Web Services
Microsoft Azure
Software Architecture
TCP/IP
Network Layer
Microsoft IIS
Microsoft SQL Server
NoSQL
Database
Dynamics
RESTful
Web Services
Data Analysis
Cloud Computing
SaaS
Customer Relationship Management (CRM)
Legal
Finance
Sales
Marketing
Project Management
Management
Communication
Salesforce.com
Microsoft Exchange
Job Details
Overview
Job Purpose
The Premier Services Engineer is responsible for the successful delivery of standard and client-specific program deliverables. The PSE must balance priorities, develop and execute tactical and strategic action plans, and meet the commitments of the program and client expectation. The Engineer must be fluent in problem-diagnosis and troubleshooting of highly complex workflows and integrations related to one or more ICE technologies. The Engineer will coordinate, form, and lead cross-functional virtual teams required to address client-reported problems. The Engineer will apply their breadth and depth of technical knowledge of ICE Mortgage Technology solutions, platform technologies, and business workflow to troubleshoot and address client concerns holistically.
Responsibilities
Knowledge and Experience
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
#LI-SF1
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
Job Purpose
The Premier Services Engineer is responsible for the successful delivery of standard and client-specific program deliverables. The PSE must balance priorities, develop and execute tactical and strategic action plans, and meet the commitments of the program and client expectation. The Engineer must be fluent in problem-diagnosis and troubleshooting of highly complex workflows and integrations related to one or more ICE technologies. The Engineer will coordinate, form, and lead cross-functional virtual teams required to address client-reported problems. The Engineer will apply their breadth and depth of technical knowledge of ICE Mortgage Technology solutions, platform technologies, and business workflow to troubleshoot and address client concerns holistically.
Responsibilities
- Drive resolution of complex production issues, including escalation management, system testing, facilitation of strategy sessions, and transfer of knowledge.
- Acquire and grow knowledge of existing and new ICE products and solutions to provide assistance, guidance, and knowledge to clients.
- Act as an advisor for ICE Mortgage Technology products and services including APIs.
- Assist and guide clients in their transformative journey adopting the latest products and solutions.
- Participate in projects that enhance the quality and efficiency of the Premier Services team.
- Gather metrics and work with clients to baseline and demonstrate the value of the ICE Mortgage Technology platform.
- Oversee client service requests while acting as escalation manager when necessary.
- Partner with Service Operations team to develop successful strategies and execution of plans to ensure and improve technical performance of ICE Mortgage Technology services.
- Ensure client contacts are informed of new product features and help guide the client's implementation roadmap.
- Advise on ways to achieve optimal utilization.
- Gather and supply product feedback as a client advocate to help drive the product roadmap.
- Develop relationships across ICE client-engagement teams, brands, and departments to strengthen partnership with clients.
- Advise client on best practices and industry benchmarking.
- Provide mentorship and guidance to junior members of the Premier Services team.
- Help define processes and procedures to better service ICE Mortgage Technology's Premier Services clients.
Knowledge and Experience
- Bachelor's degree or equivalent experience in Computer Science, or related field preferred
- 5+ years hands on direct experience working in the mortgage industry preferred
- 5+ years' experience in an Admin role administrating loan origination software
- 8+ years direct experience supporting and/or providing technical advisory/account management services preferably in a software management, information technology or mortgage industry role
- Recommended knowledge of: Encompass; Encompass SDK; Python; Java; Microsoft .NET framework; Amazon Web Services; Microsoft Azure; SaaS infrastructure and web-based application architecture; TCP/IP network layer; Microsoft IIS; Microsoft SQL; NoSQL Database; App Dynamics; REST API; web services; data analytics
- Experience with cloud-based/SaaS solution offerings
- Demonstrated experience working at executive level in client environments
- Proven ability to develop and cultivate lasting client relationships with a diverse set of internal and external constituents including senior level executives, legal, technical, finance, support, sales, and marketing experts
- Excellent organization, project management, time management, and communication skills
- Ability to travel up to 25% of the time
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
#LI-SF1
-
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.