JOB FAMILY DESCRIPTION

The Configuration Specialist is responsible for providing technical and customer support to customers and in collaboration with team members to ensure client satisfaction and company initiatives are met related to data configuration and management activities. The Configuration Specialist acts as a project manager the initial and ongoing oversigh t of the configuration of customers’ loan origination systems and other approved third-party systems’ data syncs and configuration with Surefire. The Configuration Specialist addresses support tickets related to data sync configurations and troubleshooting, delivering comprehensive service and timely support for customers and internal team members. This position requires a problem-solving attitude, ensuring high quality technical support and increase client satisfaction. Additionally, the Configuration Specialist vets, and documents bugs and feature requests related to data sync and configuration activities, communicating status updates to the customer to provide guidance, resolve issues, and drive satisfaction.

GENERAL DUTIES & RESPONSIBILITIES

• Manage assigned projects for configuring data syncs from customers’ loan origination system(s) and other approved third party systems into the Surefire platform, including training, requirement collection, data mapping, configuration, testing and validation
• Manage data sync and configuration projects for customers utilizing established/approved third party partners, including training, requirement collection, configuration, testing, validation, and ongoing maintenance
• Contribute to the development and maintenance of education materials related to the configuration of loan origination systems and established third party systems into the Surefire platform
• Perform in-depth troubleshooting to identify root cause while understanding the customer’s skill level and communicating in the manner most appropriate in collaboration with team members
• Develop product expertise with desire to share knowledge with internal teams and customers by contributing to training resources and best practices
• Manage all aspects of escalated customer support tickets related to configuration and data syncing, diagnosing issues and seeing problems through to resolution while providing an excellent customer experience via phone, web, and email and other support channels as required
• Documenting customer interaction appropriately within the ticket management system
• Analyze system issues submitted through support tickets to determine if a software bug exists, and sufficiently document the details of the issue for software development team to address
• Intake feature requests through support tickets or customer meetings, sufficiently documenting the customer objective, current functionality, and proposed functionality for the software development team to address
• Communicate status updates on bug fixes and feature requests to individual customers through the submitted customer support tickets

EDUCATIONAL GUIDELINES

Bachelor’s degree or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Customer facing experience in support, account management, implementation (or similar experience) with a demonstrated ability to handle escalated client concerns
• Experience with data mapping including API configuration protocols, best practices, and project management
• Customer experience with onboarding teams or projects for complex and technical solutions in B2B and/or B2C
• Strong presentation skills, particularly with training customers with a range of technological expertise on software systems, across various level of an organization
• Ability to articulate objectives, goals, and intended outcomes while working with customers
• Desired background in Mortgage Industry Marketing and/or Administration
• Desired but not required experience with SQL scripting and HTML
• Experience with Surefire products or platforms is a plus

Business Systems Analyst I

Entry-level role into the job family. Possesses a basic understanding of business functions they support, as well as, a basic understanding of the

IT organization’s systems and capabilities and uses this knowledge to create solutions to enhance the enterprise’s competitive edge. Possesses a basic understanding of the principles, processes, phases and roles of application development methodology. With mentoring support, works as a liaison between IT and our clients and stakeholders in order to provide technical/business solutions to meet user needs. Supports several low to moderately complex business processes/functions and has ability to adapt to changing priorities. Assists in the business process design and documentation as needed for new technology and in estimating time and duration of required changes. Translates simple high-level business/technical requirements into functional specifications for the IT organization and works with development to test and implement those changes. Completes project work within the established time frame, budget and quality requirements. Communicates effectively and timely with clients and stakeholders. May take the lead on small projects or participate on a project team that consists of more experienced analyst(s). Typically requires three (3) or less years of relevant work experience.

Although target pay range may vary by work location, a representative pay range for Colorado residents is: $55,000 – $80,000. Eligible to participate in medical, dental and vision insurance, life insurance and disability insurance, 401(k) plan and employee stock purchase plan. Eligible to participate in the discretionary annual performance bonus.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender , gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.