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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