ICE Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Level 1 and Level 2 assistance for ICE/MSP and associated servicing platforms.

• Facilitate system administration, configuration, upgrades, and monitoring tasks.

• Organize and oversee help desk tickets and vendor support inquiries.

• Serve as a subject matter expert on system functionality and integrations.

• Keep lifecycle documentation for supported systems, including vendor relationships, configurations, and upgrades.

• Track vendor deliverables, Statements of Work (SOWs), and implementation milestones.

• Supervise change management activities, releases, and enhancements.

• Coordinate User Acceptance Testing (UAT) and Quality Assurance (QA) efforts across different environments.

• Maintain internal documentation for systems and processes.

• Create and improve playbooks for system support and issue resolution.

• Review vendor documentation and pinpoint company-specific impacts or updates.

• Support multiple concurrent initiatives and system-related projects.

• Collaborate with Product, Development, and Project Management teams.

• Assist in prioritizing system enhancements, defects, and functional improvements.

• Monitor system usage, volumes, and performance metrics.

• Aid in reporting and tracking Key Performance Indicators (KPIs) related to system efficiency.

⛳️ Requirements

• Over 5 years of experience in mortgage servicing within operations or system support.

• Practical experience with ICE/MSP or comparable servicing systems.

• Background in a system support or administration capacity.

• Capability to manage and prioritize several tasks and deadlines.

• Ability to work autonomously and take initiative.

• Strong verbal and written communication skills.

• Familiarity with Software Development Life Cycle (SDLC) / Project Management Life Cycle (PMLC) processes is preferred.

• Experience supporting projects in a dynamic, fast-paced environment is preferred.

• Previous experience collaborating across multiple functional teams or initiatives is preferred.

• Excellent attention to detail.

• Ability to multitask and consistently meet various deadlines.

• Ability to thrive in a team-oriented setting.

• Strong customer service orientation.

• Sound judgment abilities.

• Self-motivated with a proactive problem-solving approach.

🏝️ Benefits

• Paid Time Off (PTO).

• Medical, Dental & Vision coverage.

• Employee Assistance Program.

• Flexible Spending Account.

• Health Savings Account.

• Paid Holidays.

• Company-paid Life Insurance.

• Matching 401(k) Plan.