Implementation Technical Consultant

Job Purpose

The Implementation Technical Consultant manages the implementation process working directly with clients providing guidance and best practices to ensure they can successfully and accurately use our software application to enhance their business workflow. They deliver resolutions in a timely and consistent process, addressing questions and concerns that are unique to the client’s environment.

The Implementation Technical Consultant manages the implementation process working directly with clients providing guidance and best practices to ensure they can successfully and accurately use our software application to enhance their business workflow. They deliver resolutions in a timely and consistent process, addressing questions and concerns that are unique to the client’s environment.

• Leverage mortgage industry expertise to assist clients in the use of the Ice Mortgage Technology software solutions
• Oversee, coordinate and manage all aspects of the implementation process for new and existing clients
• Collaborate with clients to resolve complex problems in a timely manner and assist to ensure business requirements are validated and escalated as required
• Work with internal teams to communicate and document project requirements and expectations effectively
• Manage projects in accordance with implementation workflow
  • Ensure project milestones are completed to achieve deliverables
  • Document all aspects of the project accurately and completely in CRM system
  • Record and maintain accurate time tracking records
  • Manage handoff to Technical Support after successful deployment
• Maintain departmental standards
  • Drive service level attainment
  • Maintain and promote consistent and professional behavior in all written and oral communications
  • Continual achievement of quality client satisfaction standards
  • Understand and follow company and department policies and guidelines

• Bachelor’s degree or equivalent and 6 years mortgage industry experience or 2 years mortgage industry experience
• Project management experience
• Experience using loan origination software/platforms
• Effective presentation skills with the ability to adapt to various situations and levels of experience
• Strong written and oral communication skills with the ability to listen
• Exhibits flexibility and the aptitude to organize and manage shifting priorities effectively
• Analytical with the proven ability to recognize solutions and address accordingly
• Embraces teamwork and collaboration with a professional and proactive attitude
• Maintain composure and professionalism under high‑pressure conditions; solicits feedback
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our clients
• Experience using Microsoft Word, Excel, and Power Point

• Builds partnerships working in collaboration to meet shared objectives gaining trust and support across the organization. Cooperative;
  Fair;
  Trustworthy.
• Develops and delivers, by written and oral communications, information which is clear, relevant, and audience‑appropriate. Listens attentively. Adapts communication style to the audience and setting, whether in large or small groups, one‑to‑one or virtual.
• Exhibits dedication and ownership to meet the expectations and requirements of the client. Actions are considerate of client’s need and perception. Builds and maintains functional and appropriate relationship that gains trust and earns the respect of the client.
• Makes sound, timely decisions toward agreed‑upon organizational objectives, department/team processes and individual goals. Consistently demonstrates good judgement by evaluating relevant factors and applying good practices and methodology to determine appropriate resolution.
• Provides appropriate training and guidance with consideration of the level of knowledge and proficiencies. Intervenes as required to address problems that may hinder the ability to perform required functions. Provides clear direction and accountability measurements. Monitors progress by maintaining dialogue on progress and achievements.
• Consistently achieves expected results, even under challenging…