Services Product Specialist

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.
• Highly preferred knowledge of Encompass products, specifically Encompass SmartClient, Developer Connect, or our web-based products.
• 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 API knowledge.
• Team-oriented, adaptable, and committed to customer success.