Services Product Specialist - Jacksonville, FL
2 days ago
Job description
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, including go-to-market planning, technical requirements gathering, troubleshooting, and managing the post-release software defect and enhancement intake and triage process. Key areas of responsibility include, but are not limited to TPO Connect, Developer Connect, and Encompass Business Service (EBS).
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, and TPO Connect.
- Preferred API knowledge.
- Team-oriented, adaptable, and committed to customer success.
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
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