ICE Support Specialist

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!
The ICE Support Specialist provides customer support for the Mortgage Servicing platform and contributes to both immediate and longer-term initiatives across ICE-related systems. This role serves as a functional expert supporting ICE/MSP environments and related integrations, acting as a key resource for system functionality, issue resolution, and operational support. Given evolving project needs, this role may support various initiatives and will require flexibility to align with changing business priorities.
This position is responsible for system support activities such as configuration, maintenance, releases/upgrades, job scheduling, and internal help desk services. The role operates independently, prioritizing work and managing multiple competing deadlines.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned:
System & Platform Support

Provide Level 1 and Level 2 support for ICE/MSP and related servicing platforms

Support system administration, configuration, upgrades, and monitoring activities

Coordinate and manage help desk tickets and vendor support cases

Act as a subject matter resource for system functionality and integrations

Operations & Lifecycle Management

Maintain lifecycle documentation for supported systems, including vendor relationships, configurations, and upgrades

Track vendor deliverables, SOWs, and implementation milestones

Monitor change management activities, releases, and enhancements

Coordinate UAT and QA efforts across environments

Documentation & Process

Maintain internal system and process documentation

Develop and enhance playbooks for system support and issue resolution

Review vendor documentation and identify company-specific impacts or updates

Project & Cross-Functional Support

Support multiple concurrent initiatives and system-related projects

Collaborate with Product, Development, and Project Management teams

Assist with prioritization of system enhancements, defects, and functional improvements

Data & Performance

Monitor system usage, volumes, and performance metrics

Support reporting and tracking of KPIs related to system effectiveness

Qualifications
To perform this job successfully, an individual must meet the following requirements:
Required Experience & Skills (Non-Negotiables)

5+ years of mortgage servicing experience (operations or system support)

Hands-on experience with ICE/MSP or similar servicing systems

Experience in a system support or administration role

Demonstrated ability to:
Manage and prioritize multiple tasks and deadlines

Work independently and take initiative

Communicate effectively (verbal and written)

Preferred Qualifications

Exposure to SDLC / PMLC / project lifecycle processes

Experience supporting projects in a fast-paced, evolving environment

Prior experience working across multiple functional teams or initiatives

Key Competencies

Strong attention to detail

Ability to multitask and consistently meet multiple deadlines

Strong verbal and written communication skills

Ability to work in a team environment

Strong customer-service orientation

Ability to use good judgment

Self-driven and proactive problem-solving mindset

Why Selene?
Benefits
Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

Paid Time Off (PTO)

Medical, Dental &Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Company paid Life Insurance

Matching 401(k) Plan

The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.
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Originally posted on Himalayas