Job Purpose

The Senior Services Product Specialist supports the Technical Support Organization and is responsible for the end-to-end ownership of pre- and post-release activities from go to market planning, technical requirements gathering, troubleshooting, environmental readiness tasks, and managing the post-release software defect and enhancement intake and triaging process.

The Senior Services Product Specialist will be primarily supporting the Data and Document Automation (DDA) product line. The ideal candidate has had hands on experience working with the DDA platform, including DDA Desktop, Web, and Analyzers. A strong candidate will also have experience configuring newly implemented DDA environments as well as understanding the end-to-end workflow through DDA and how integrations with other products function (ex: Encompass).

The Senior Services Product Specialist reports into the Services Product Specialists team in the Technical Support Organization. The Senior Services Product Specialist will collaborate closely with Product Management, Engineering, Technical Publications, Professional Services and Technical Support teams to ensure they are ready for upcoming releases and have an outlet to report defects, enhancement requests, or to ask questions regarding the DDA products.

Responsibilities

• Execution of ongoing pre- and post-release processes supporting the Technical Support team.
• Ensure delivery of information necessary to appropriately enable internal teams to plan for, and support changes and releases.
• Maintain an expert working knowledge of the full breadth of the DDA solution ecosystem.
• Maintain collaborative, functional relationship with ICE Mortgage Technology teams.
• Identify and drive resolution to consistent, high impact quality concerns.
• Manage, review, and triage incoming customer reported defects and enhancement requests. Work closely with Product and Engineering teams to commit and prioritize defects and enhancements for future releases.
• Act as a representative of the end-to-end customer experience and organization cross-functionally.
• Leverage technical expertise and domain knowledge to assist in the development of the use case and business imperative toward driving the awareness and prioritization of quality improvement.
• Participate in pre-release efforts related to product improvement and quality efforts by determining completeness and method of issue resolution.
• Drive post release cross-product triage processes by leading engagement with Product Management, Engineering, and Customer Success teams.
• Act as a subject matter reference to review in pre- and post-release product issues for relevance and participate in escalation and notification processes.
• Understand and follow company and departmental guidelines and policies.
• Deliver regular updates and insights to the Director, Customer Success, on the customer experience, areas of concern, education, and problems stemming from release readiness to be shared with leadership.

Knowledge and Experience

• Strong technical expertise with DDA and ICE Mortgage Technology product solutions.
• Demonstrated experience in a project management or equivalent role, preferably with significant exposure to Change or Release Management.
• Strategic planning skills and ability to drive overarching strategic approach to continuous improvement of the customer experience as it relates to Release Readiness.
• Extensive work experience in customer service, technical support, or account management.
• Relevant subject matter expertise in the mortgage industry.
• Experience utilizing Atlassian Confluence and Jira products.
• Demonstrated knowledge of SaaS service delivery, agile release methodologies, and ITIL (or equivalent) aligned best practice frameworks for change and release management.
• Proven effectiveness in a role that requires multi-tasking, leadership, and strong customer soft skills.
• Demonstrated ability to confidently deliver solutions and resolve issues.
• Keen ability to predict or detect competency and knowledge-comfort gaps, and report in a meaningful way.
• Team-oriented, demonstrates a professional and cooperative attitude.
• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
• A four-year degree, or equivalent certifications in program/project management desired.
• Makes timely and sound decisions based on all available input.
• Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener.
• Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback.
• Analytical; proactive; creative problem solver.
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers.
• Act with integrity; demonstrate adaptability; execute consistently against job responsibilities.
• Ability to work effectively across functional levels and across departments within the organization.

Schedule

This role offers work from home flexibility of 1 day per week.

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.