Job Description

SUMMARY

Completes various virtual or on-site consulting MSP engagements centered on system support and enhancements for a dedicated client account in the default space. Observes current state processes and system utilization and makes recommendations, both verbal and written to clients about the implementation of data, best practice operational improvements, training needs, reengineered processes, system optimization and other related opportunities. Serves as a liaison between the customer, users, and product owners.

RESPONSIBILITIES

• Completes consultative engagements for Black Knight’s MSP product within the default space
• Monitors, observes, and gathers relevant data on client’s operation to provide business and system application training
• Performs problem analysis and determines solutions to client issues
• Develops procedures, flowcharts and other consulting materials as required by the engagement assigned
• Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex problems related to clients’ MSP product
• Assist other Black Knight departments by providing professional and industry expertise as needed
• Assist client with the creation and maintenance of test plans, test cases, and postproduction support documents to ensure enhancements made to applications meet their needs and that application integrity is maintained
• Identifies and documents requirements for configuration of system settings, workflow rules, user roles and workflow assignments for new products
• Assist clients with implementing configuration changes identified during user acceptance testing and in production
• May play a key role in the training of client and internal personnel on product enhancements, new systems, or procedures
• Consults directly with the client and may have to travel up to 25% to client site
• Performs other related duties as assigned

MINIMUM REQUIREMENTS

• Bachelor’s degree or the equivalent combination of education, training, or work experience
• Requires 10+ years of experience in a product support role
• Strong default servicing expertise (bankruptcy, foreclosure, loss mitigation, credit bureau reporting, default reporting)
• Previous consulting or client facing experience
• Ability to remain calm under pressure
• Experience training clients and/or internal users on software or data products
• Exceptional verbal and written communication skills with both technical and non-technical audiences

PREFERRED QUALIFICATIONS

• MSP knowledge and experience
• Ability to quickly become proficient with new technologies
• Mortgage industry and mortgage software application experience
• Strong analytical skills used to determine client business needs and requirements
• Ability to present content in a classroom or virtual setting
• Previous software implementation experience

Black Knight carefully considers multiple factors to determine compensation, including a candidate’s education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan.

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.

How to Apply

Job Types: Full-Time. Salaries: Less than 20,000.

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