Analyst, Client Delivery

Responsibilities

• Support the full lifecycle of client delivery from contract execution through environment handoff to Professional Services, ensuring adherence to defined timelines, milestones, and quality standards.
• Execute onboarding playbooks, checklists, and runbooks that standardize the provisioning and configuration process across all product lines.
• Aid in the escalation coordination for onboarding-related issues, working cross-functionally with Engineering, Product, and Client Support to facilitate resolution.
• Assist in the provisioning of client environments, ensuring all infrastructure, access controls, and security configurations meet organizational and client-specific requirements.
• Execute base-level configurations (system settings, workflows, user roles, integrations, and data mappings) accurately for each client instance prior to handoff to Professional Services.
• Perform pre-handoff validation procedures, including configuration checklists and quality assurance checkpoints to ensure environment readiness.
• Document configuration steps and contribute to efforts to reduce manual provisioning effort over time.
• Perform hands-on configuration testing and validation across all provisioned environments prior to handoff, verifying system settings, workflows, user roles, integrations, and data mappings against deployment specifications.
• Identify and resolve configuration discrepancies during pre-handoff QA, documenting defects and working with the Manager and Engineering contacts to correct issues before environments are released to Professional Services.
• Maintain accurate configuration logs and runbook documentation for each client engagement, capturing all settings applied, deviations from standard configurations, and any open items at the point of handoff.
• Collaborate with Sales and internal stakeholders to gather and document client-specific configuration requirements, translating scope into actionable deployment tasks.
• Support the structured handoff of provisioned and configured client environments to Professional Services, ensuring all base-level configurations are validated and documented.
• Provide feedback to the Manager, Client Delivery on recurring configuration challenges, documentation gaps, and process improvement opportunities surfaced during onboarding.
• Aid in the development and delivery of client-facing onboarding documentation, training materials, and welcome communications.
• Provide ongoing environment administration support to Professional Services throughout the implementation lifecycle, including user provisioning, access management, and system-level configuration changes.
• Maintain documentation of all post-handoff configuration changes and environment modifications to ensure a complete audit trail and support knowledge transfer.

Requirements

• 2+ years of experience in client delivery, implementation support, technical operations, or a related role within a SaaS or mortgage technology environment.
• Demonstrated experience executing environment provisioning, system configuration, or deployment workflows in a SaaS platform.
• Strong organizational and project coordination skills with experience supporting multiple concurrent client engagements.
• Comfort working directly inside SaaS platforms to apply configurations, troubleshoot settings, and validate system behavior — this is a hands-on technical role.
• Strong written and verbal communication skills with the ability to engage effectively with both technical teams and internal stakeholders.

Qualifications

• Experience with ICE Mortgage Technology products (Encompass, MSP, Servicing, MLS, or related platforms).
• Familiarity with configuration management tools or structured deployment workflows.
• Experience contributing to knowledge base development or client self-service enablement efforts.
• Background in operational process improvement or continuous improvement methodologies.