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. 

Responsibilities

• 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

Knowledge and Experience

• 6 years mortgage industry experience or 2 years mortgage industry experience with a Bachelor’s degree
• 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 PowerPoint

Required Competencies

• 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   circumstances.  Persists in accomplishing objectives despite obstacles and setbacks.  Consistently meets or exceeds goals and encourages others by example to achieve their expected objectives and goals.
• Manages effectively and maintains the ability to remain productive even when situations and direction are uncertain or unclear.  Adapts positively and remains flexible when presented with changing circumstances and/or responsibilities. 
• Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.  Understands the appropriate sequence of questions to ask to accurately analyze issues.  Acquires data from multiple sources to ensure accuracy when determining resolutions to intricate problems.
• Actively learns through experimentation when confronting new problems, relying on both successes and failures to ascertain the appropriate resolution.  Learns concepts quickly and takes on the challenge of unfamiliar tasks.
• Develops compelling arguments using logic and supporting data to gain the support and commitment of others. Negotiates skillfully when positions are challenged to gain agreement without damaging relationships.
• Organizes and prioritizes job requirements to achieve commitments that are aligned with organizational goals.  Breaks down objectives into appropriate initiatives and manageable actions to ensure success.
• Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills.  Capacity to understand technical concepts, processes, procedures, and tools.