What are the responsibilities and job description for the Services Product Specialist position at Intercontinental Exchange Holdings, Inc.?
Overview
Job Purpose
The Services Product Specialist supports Client Operations and partners with cross-functional teams. This role is responsible for end-to-end ownership of pre- and post-release activities for a variety of products, including go-to-market planning, technical requirements gathering, troubleshooting, and managing the post-release software defect and enhancement intake and triage process.
Responsibilities
- Execute pre- and post-release processes supporting Client Operations.
- Ensure delivery of information necessary for internal teams to plan and support changes and releases.
- Maintain collaborative relationships with ICE Mortgage Technology teams across Client Operations, Product & Engineering and other internal organizations.
- Identify and drive resolution of high-impact quality concerns.
- Manage, review, and triage incoming customer-reported defects and enhancement requests.
- Organize and prioritize defect and enhancement backlogs to ensure timely resolution and transparency.
- Drive and facilitate cross-functional meetings to align priorities and resolve issues.
- Work closely with internal support teams to address customer concerns and improve processes.
- Represent the end-to-end customer experience across the organization.
- Participate in pre-release efforts related to product improvement and quality assurance.
- Drive post-release triage processes by engaging with Product Management, Engineering, and Client Operations.
- Deliver regular updates and insights to leadership on customer experience and release readiness.
Knowledge and Experience
- Four-year degree or equivalent certifications in program/project management preferred.
- Experience in project management or equivalent role, preferably with exposure to Change or Release Management.
- Strong strategic planning skills and ability to drive continuous improvement.
- Extensive experience in customer service, technical support, or account management.
- Relevant experience in the mortgage industry.
- Proficiency with Atlassian Confluence and Jira products.
- Knowledge of SaaS service delivery, agile release methodologies, and ITIL (or equivalent) best practices.
- Proven ability to multi-task and lead in a fast-paced environment.
- Strong analytical and problem-solving skills; proactive and creative.
- Excellent communication skills, written and verbal.
- Ability to maintain composure and professionalism under pressure.
- Strength in building and maintaining relationships with internal teams.
- Preferred knowledge of Encompass products, specifically Encompass SmartClient, Developer Connect, or our web-based products.
- Preferred API knowledge.
- Team-oriented, adaptable, and committed to customer success.
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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.