Job Results
Technology Services
Posted 6 days
Laboratory System Administrator
BRS - Jacksonville, FL
We are Vista Defense Technologies, LLC (VDT), a government contracting and consulting firm supporting several military installations and federal agencies across the nation. VDT is seeking a Laboratory System Administrator to support our ongoing mission in Jacksonville, FL. The Laboratory System Administrator shall provide installation, upgrade and monitoring of software and hardware related to hospital laboratories and remote branch clinics. The Contractor shall provide a Laboratory Systems Administrator that will be available during the PPS commencing 0730 through 1600, Monday through Friday, excluding Federal Holidays. There may be instances where support may be required outside the PPS, at no additional cost to the Government. The Laboratory Systems Administrator shall serve as the central POC for all Naval Hospital Jacksonville and Branch Health Clinics laboratory hardware and software support matters. What You'll Do: The Contractor shall perform the following tasks: • Install and configure Laboratory Information Systems (LIS), middleware, and associated software applications to ensure seamless integration with hospital systems such as but not limited to only the Electronic Health Record (EHR), Remote Automated Laboratory System (RALS), and Picture Archiving and Communicating System (PACS). • Set up and deploy laboratory hardware including analyzers, barcode printers/scanners, workstations, servers, and network devices (i.e. Cerner Connectivity Engines, Terminal Servers, Switches, etc.) in accordance with manufacturer specifications and hospital IT standards. • Work with Lab personnel to ensure proper connectivity between lab instruments and LIS (i.e. HL7, point to point), including IP configuration, port assignments, and secure data transmission protocols. • Coordinate with vendors and biomedical engineering teams during initial setup and validation of lab equipment to ensure operational readiness. • Perform system acceptance testing and document results to verify successful installation and integration. • Conduct routine system health checks and preventive maintenance on all laboratory IT equipment, including servers, workstations, and networked devices. • Monitor performance metrics and system logs to proactively identify and resolve hardware/software issues before they impact laboratory operations. • Apply software updates, firmware patches, and driver upgrades in accordance with NHJAX and DHA/DoD/Don/DISA IT change management policies. • Maintain uptime and availability of LIS and connected lab instruments by implementing redundancy, failover strategies, and backup procedures. • Provide Tier 1 and Tier 2 technical support to laboratory personnel, escalating complex issues to appropriate hospital IT teams or vendors. • Coordinate with clinical engineering and vendor support for repairs, replacements, and calibration of lab-connected devices. • Maintain comprehensive documentation of system configurations, network diagrams, installation procedures, and equipment inventories. • Assist in maintaining and updating laboratory IT SOPs/how-to manuals regarding the installation, maintenance, troubleshooting, and escalation protocols as needed or when required. • Track software licenses, warranty periods, service contracts, and equipment lifecycle status using hospital-approved asset management tools. • Record all system changes, updates, and incidents in accordance with hospital IT documentation standards to support audits and compliance reviews. • Document user training sessions, technical support interactions, and system performance reports for internal quality assurance and external regulatory inspections. • Implement and enforce cybersecurity protocols for all laboratory IT systems, including endpoint protection, firewalls, encryption, and secure authentication mechanisms • Monitor system access logs and network traffic for signs of unauthorized access, data breaches, or anomalous activity. • Maintain latest security patches and updates to meet DHA/DoD/Don/DISA requirements to promptly mitigate vulnerabilities and maintain compliance with NHJAX cybersecurity policies. Patches will be applied in accordance with IAVM (A/B/T) requirements to mitigate vulnerabilities and maintain compliance with DoD/DHA/Don/DISA regulations. • Ensure all laboratory supported hardware, software, and operating systems follow DISA STIGs, DISA Gold Disk standards, SCAP, IAVM notices and CTOs, etc., prior to deployment and shall remain compliant after deployment. Conduct regular risk assessments and vulnerability scans on laboratory infrastructure, documenting findings and coordinating remediation actions with the DoD NETWARCOM/DHA/Don/DISA, as required. • Configure user profiles, access permissions, and role-based controls (RBAC) during system deployment to align with clinical workflows and compliance requirements. What You Bring: • Bachelor’s degree in Computer Science related field or • Five (5) years System Administration experience. • Demonstrate effective and professional communication. • Ability to manage multiple tasks. • Certifications and education: Current CompTIA Security+ CE (enrolled in CEP) Certification. Possess knowledge of Electronic Medical Records (EMR’s); MHS Genesis • Must meet at time of award and maintain all requirements of the DoD Manual 8140.03 Cyberspace Workforce Qualification and Management Program • Secret clearance What We Offer: VDT offers a competitive benefits package to include: paid holidays, paid time off including sick and vacation leave, medical, dental and vision insurance, flexible spending accounts, short and long term disability, company paid life insurance, 401(k) with a company match and discretionary profit sharing and tuition reimbursement
Posted 6 days
Customer Support Specialist II
Ensora Health - Jacksonville, FL 32207
Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community. Job Description The Customer Support Specialist II serves as a key escalation point within the Customer Support team, leveraging deep product expertise to resolve complex customer issues. In this role, you will troubleshoot advanced technical problems, guide customers through workflow best practices, and collaborate across teams to ensure an exceptional support experience. You’ll also contribute to product testing, documentation, process improvement, and knowledge-sharing initiatives that strengthen our support ecosystem. What You’ll Do Provide technical assistance and support for incoming queries across multiple channels. Troubleshoot and resolve non‑generic, complex issues requiring deep product and systems knowledge. Research, diagnose, and respond to end‑user issues received through email, chat, phone, ticket queues, and offshore escalations. Ask clarifying questions to identify root causes and implement effective solutions. Maintain extensive understanding of Ensora Health products and industry workflows. Walk customers through problem‑solving steps and consult on workflow best practices. Partner closely with Support Specialists, Customer Success, Services, Education, Engineering, and Product teams. Participate in testing and validation of new product features and releases. Log issue details for documentation and follow up to ensure complete resolution. Meet productivity and customer satisfaction goals. Identify opportunities to improve internal processes and customer‑facing workflows. Advocate for customer needs and represent their voice internally. Support Knowledge Base growth through content creation, technical bulletins, and process aids. Mentor offshore support teams and provide product training when needed. Review escalated cases weekly to deepen product knowledge. Ensure inquiries are resolved within established SLAs. Troubleshoot data, account administration, hardware/software, and application issues. Maintain and deploy systems using automated methods. Perform occasional travel for training or annual meetings. Support agile work across the broader Customer Experience organization as needed. Other duties as assigned. What You Bring Excellent written, verbal, and listening communication skills. Strong customer relations skills with the ability to build trust and rapport. Ability to manage multiple priorities in a fast-paced environment. Demonstrated ability to work cross-functionally with teams such as Development, Product, and Sales. Strong reasoning skills with the ability to define problems, analyze data, and draw valid conclusions. Proven ability to resolve complex production issues with methodical troubleshooting. 3–5 years of customer service experience. 2–5 years of technical support experience. 2–5 years of experience in software support/SaaS. 1–3 years of remote work experience (preferred). Medical billing experience (preferred). Additional Information While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together! All your information will be kept confidential according to EEO guidelines. At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do. We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. Ensora Health is an equal opportunity employer.
Posted 6 days
Sr. Product Administrator
Progress Residential - Jacksonville, FL 32256
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 Senior Product Administrator provides customer support for the full suite of ICE MT mortgage servicing products and manages a wide variety of immediate and longer-term initiatives. As an expert in these business tools, this position is expected to be a knowledgeable resource for how these systems function and integrate with one another. This position is also responsible for processing en masse transactions, supporting users of the Altair Monarch Server application, job scheduling, and internal Help Desk support. This position partners with their management and peer teams to prioritize and schedule all work. Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Submit system maintenance via en masse transactions Coordinate support for Help Desk tickets and function as first and/or second level product support Set up, manage and audit users, templates, and report security Manage the Altair Monarch Application; create and/or modify models, work with various departments to develop Visual Processes, monitor application functionality Monitor and manage routine job schedules Maintain internal product documentation Develop playbook for management and support of core product functionality and integration Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies Key responsibility for the quality of the data in the core product Provide UAT and QA coordination in the test region Monitor all loan count volumes and use of the test region(s) Coordinate all vendor cases and synchronize with Selene ADO/BITR system Analyze technical information from equipment, third party data partners and client environments and provide directions to the development team. Manage and prioritize incorporation of outstanding issues and features into product roadmaps throughout their life cycle. Review software bugs identified during beta testing or after release and prioritize action Help to define the user model and user interface for new and existing products and features Support multiple projects simultaneously while meeting tight deadlines Collaborate daily with the Design, Development and Project Management Teams Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have: Excellent attention to detail Ability to act independently and to prioritize and schedule all work Ability to 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 Competencies: To perform the job successfully, an individual should demonstrate the following: Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events. Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values. Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Select and use appropriate communication method. Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service. Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Take responsibility for your own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines. Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests. Education/Experience: High school diploma or general education degree (GED) required. Bachelor’s degree (B.A.) preferred. Five plus years of Mortgage Servicing Experience. Three plus years of Altair Monarch experience. Experience in the full suite of ICE MT mortgage servicing products including MSP, Director, LoanSphere Portal, One Admin, LoanSphere Bankruptcy and Foreclosure, ICE Invoicing, ICE BI, Passport, Bankruptcy, Claims, Default Reporting, iDisburse, Loan Boarding DCT/FC, Loss Mitigation, Collections and Customer Service Language Ability: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Mathematical Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs. Reasoning Ability: Ability to apply common sense understanding to conduct detailed written or oral instructions with minimal supervision. Ability to deal with problems involving concrete variables in standardized situations. Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Additionally, a strong knowledge of Altair Monarch Server, Teams, Visio, SharePoint, internet software, database software, and mortgage loan servicing systems. Certificates and Licenses: N/A Supervisory Responsibilities: N/A Travel: Some travel may be required. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This position is in a typical office environment with moderate noise levels. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to twenty-five pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see to read. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. 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. Privacy Policy - Selene (seleneadvantage.com)
Posted 6 days
Director, Delivery Program Manager
Nymbus, Inc. - Jacksonville, FL
Nymbus (https://nymbus.com/) isn't just a leader in fintech; we're a community of innovators passionate about reimagining banking. Our modern core platform and cloud-based technology empower financial institutions to evolve, scale, and deliver exceptional experiences. We operate with an AI-first mindset across all aspects of our business—continuously improving how we work and increasing the value we deliver to our clients. We're looking for individuals who are curious, systems-oriented, and driven to rethink how work gets done. This is a rare opportunity to help define how modern, AI-powered organizations operate—not just within Nymbus, but as a model for the broader industry. WORK ENVIRONMENT: We are a remote-first company, with occasional travel required for team collaboration or client engagement. POSITION SUMMARY: The Director, Delivery Program Manager is a strategic and operational role focused on designing how delivery actually works at Nymbus. This individual will architect the systems, workflows, and automation that power our project delivery organization. This is not a traditional project or program management role. It's an opportunity to reinvent how delivery works from the ground up. You'll design dynamic, AI-powered systems that replace manual coordination with scalable, automated execution. You will partner closely with Product, Engineering, and Delivery teams to design scalable, intelligent delivery frameworks that reduce manual effort and increase organizational effectiveness. You will play a pivotal role in shaping a next-generation delivery model that others will aspire to replicate. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES: Design and implement AI-powered delivery workflows across the product development lifecycle Own the vision for AI-first delivery systems and drive its adoption across the department Define and build automation for project planning, status reporting, and risk identification Partner with Engineering to design and enhance delivery tooling and system integrations Establish and continuously evolve the delivery operating model to improve efficiency and outcomes Define, track, and refine delivery metrics, including predictive indicators for risk and performance Instrument workflows to capture meaningful data signals across delivery processes Identify opportunities to replace manual work with AI-generated outputs and automation Drive continuous improvement through experimentation, feedback loops, and data insights WHAT YOU'LL ACTUALLY DO Ask and answer critical system-level questions such as: Where can AI generate outputs instead of relying on manual effort? What signals best predict delivery risk or delays? How should delivery workflows be instrumented to generate actionable insights? How can we design systems that scale with minimal overhead? Translate delivery challenges into structured systems and repeatable processes Build frameworks that enable teams to move faster with greater clarity and less friction QUALIFICATIONS: Bachelor's degree in a related field or equivalent practical experience Experience designing or improving operational systems, workflows, or delivery processes Strong systems thinking and ability to connect processes, tools, and outcomes Experience working cross-functionally with Engineering, Product, and Delivery teams Ability to translate ambiguous challenges into structured, scalable solutions Strong communication skills with the ability to influence across teams Key Skills Systems thinking and architectural mindset Process design and workflow optimization Curiosity and hands-on interest in AI and automation Data-driven decision making and metrics orientation Ability to identify inefficiencies and design scalable improvements Nice to Have Experience with AI tools, automation platforms, or workflow orchestration tools Background in product development, program management, or delivery operations Familiarity with fintech, SaaS, or complex enterprise environments Experience defining or implementing delivery metrics and dashboards SALARY & BENEFITS: Annual Cash Bonus and Equity Options commensurate with the role level and experience 100% Remote 401(k) plan Insurance - Health, Dental and Vision Flexible Paid Time Off Ready to join? We invite you to watch this video and learn who we are and how we build and innovates together! Let's Go!
Posted 6 days
Enterprise Technical Support Engineer
Nearmap - Jacksonville, FL
Job Description We are seeking an Enterprise Technical Support Engineer with strong Insurance industry expertise to join our team. This role is critical in providing exceptional technical support to our enterprise and insurance clientele, serving as a dedicated technical liaison. You will collaborate closely with teams across Solution Engineering, Sales, Product, and Engineering to deliver an outstanding, white-glove support experience for high-value customers. A key focus will be supporting custom-built solutions and ensuring that our Insurance vertical receives domain-aware guidance, insights, and technical troubleshooting. Key Relationships Internal Solutions, Engineering, Sales, Customer Success, Product, Engineering, & Technology (PET), Commercial Systems, and Marketing Qualifications 5 Years experience in a Technical Support role for business-critical technical product. 2+ years working with or supporting Insurance customers or within the insurance industry. Experience with GIS/CAD platforms like Esri Suite, AutoDesk. Exposure to 3D imagery tools (ArcGIS Pro,Cesium, Unity, Unreal Engine). Strong API troubleshooting and custom integration experience. Bachelor’s degree in a field related to GIS, Data Science, Computer Science, Engineering Familiarity with remote sensing, photogrammetry, and aerial imagery applications. Programming skills in Python, JavaScript, or related technologies preferred Additional Information Manage support cases raised by enterprise and insurance customers, with a strong focus on their unique needs and workflows. Act as the primary technical point of contact for our Insurance Vertical, ensuring excellent support delivery. Create and curate reports, utilizing the Betterview platform when necessary. Support and monitor the Impact Response Dashboard, especially for insurance-driven use cases. Assist with escalated cases, triaging and resolving complex technical challenges. Develop video, written, and blog content that improves onboarding and product adoption, especially for insurance clients. Review and improve documentation, with a lens on insurance-specific use cases. Lead premium support engagements with enterprise and insurance customers. Offer technical mentorship and direction to other support team members. Ensure SLA compliance across all assigned cases. Meet individual KPIs. Assist with onboarding and training of new Technical Support Engineers. Contribute to cross-functional collaboration to improve proactive support offerings. Escalate complex bugs in custom code and integrations, particularly for insurance workflows. Continue developing technical skills and sharing knowledge with the wider team.
Posted 6 days
IT Asset Management Inventory Specialist
Auditmacs Consulting - Jacksonville, FL 32207
Role Type: Full-Time Schedule: Monday – Friday Hourly Wage: $15.00 – $18.00 (based on experience) Parking: Free on-site parking Dress Code: Casual *1.1* ***ABOUT THE ROLE* Auditmacs is seeking an IT Asset Management (ITAM) Inventory Specialist to support our asset lifecycle management operations. In this role, you will ensure accurate tracking, auditing, and reporting of IT assets across their lifecycle—from receipt and storage to deployment, return, and retirement. This position requires strong organizational skills, attention to detail, and the ability to work across departments to maintain data integrity within our asset management systems. *1.2* ***KEY RESPONSIBILITIES* * Receive and log IT equipment including laptops, monitors, peripherals, and accessories into asset tracking systems * Ensure all assets are properly tagged, labeled, and categorized upon intake * Maintain detailed and accurate inventory records throughout the asset lifecycle * Conduct regular physical inventory counts and reconcile against system records * Support internal and client audits by providing documentation and reporting as needed * Assist with staging, organizing, and preparing equipment for deployment or shipment * Coordinate with cross-functional teams for inventory requests and asset status updates * Ensure compliance with ITAM policies and procedures, including asset security and chain of custody *1.3* ***PREFERRED EXPERIENCE* * Experience with asset tracking tools or inventory management software * Familiarity with IT hardware and peripherals * Understanding of IT asset lifecycle stages and ITAM best practices * Strong data entry and record-keeping skills *1.4* ***WORK ENVIRONMENT* * Office and warehouse setting with a mix of desk work and hands-on activity * Frequent use of barcode scanners, handheld devices, and spreadsheets * Must be able to lift and move up to 50 lbs. *1.5* ***REQUIREMENTS* * Excellent organizational and time management skills * Clear written and verbal communication abilities * Must pass background check and drug screening * Acceptable vision and hearing (with or without correction) * Ability to work independently and collaboratively within a team *1.6* ***BENEFITS* * Medical, Dental, and Vision Insurance * Flexible Spending Accounts (FSAs) * Life Insurance (employee coverage) * Short-Term and Long-Term Disability (STD/LTD) * 401(k) Retirement Plan (eligibility after 6 months) * Tuition Reimbursement Program Job Type: Full-time Pay: $15.00 - $18.00 per hour Benefits: * 401(k) * 401(k) matching * Dental insurance * Employee assistance program * Flexible spending account * Health insurance * Health savings account * Life insurance * Paid time off * Parental leave * Referral program * Tuition reimbursement * Vision insurance Work Location: In person
Posted 6 days
Technical Support Specialist
Catalis - Jacksonville, FL 32216
Description: Who We Are Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible. The Opportunity As a Technical Support Specialist, you will play a critical role in the post-implementation phase of CATALIS software. You will take full ownership of any support issues that arise, ensuring they are effectively managed and resolved. In this role, you will provide prompt and professional responses to CATALIS customers via phone, email, or portal, while keeping management and leadership informed of key issues and updates as needed. Your proactive approach and strong communication skills will be vital in delivering a seamless customer experience and supporting the continued success of CATALIS software. This role is hybrid based in our Jacksonville, FL office. What you Will do Own and manage all customer support cases, working directly with customers and internal teams to ensure timely resolution. Create and maintain documentation of reported issues, resolutions, and procedures to ensure consistent and high-quality support. Address escalated issues from Customer Support Specialist team, providing efficient and effective solutions. Provide proactive and timely updates to customers on the status and progress of ongoing issues. Identify, troubleshoot, and resolve technical issues, or escalate promptly per company protocols to ensure quick resolution. Represent CATALIS and its products with professionalism, fostering a positive customer experience. Stay up to date on the latest product solutions and technical knowledge to ensure expertise in troubleshooting and support. Facilitate smooth support transitions, ensuring the team has the necessary information to deliver exceptional service. This includes participating in Implementation/Onboarding to Support transition calls with customers. Document customer feedback and collaborate with the Customer Support team to submit enhancement requests to the IT/Product Development teams. Troubleshoot and provide solutions for technical issues, including guiding customers on workarounds, applying patches, installing updates, and gathering logs/system information for faster resolution. Requirements: What you Will Need to Succeed Bachelor’s degree in information systems or a related field, or equivalent work-related experience. Basic knowledge of databases Basic knowledge of Microsoft Windows and Microsoft programs such as Word, Excel, etc. Familiarity with SaaS solutions 2 -3 years of experience with software support Salesforce Service experience a plus Strong problem-solving skills Strong attention to quality processes and detailed work Strong communication skills and the ability to work independently Ability to interact effectively both verbally and written with clients and team members Ability to manage multiple projects through prioritization & flexibility while paying strict attention to detail. What we Offer A dynamic and supportive work environment in a mission driven organization Competitive salary and benefits package, including health, dental, vision insurance Unlimited PTO (paid time off) HSA and FSA options 401(k) plan with matching contributions Paid parental leave ABLE matching contributions for the disability community Employer paid short term and long-term disability insurance and group term life insurance Financial and legal assistance through our EAP (Employee Assistance Program) Opportunities for personal development and career advancement with free access to unlimited courses via Udemy The chance to make a significant impact on the delivery of government services and the lives of citizens This job description is not designed to be a complete list of all activities required to be successful in the above position. Catalis retains the right to change or assign other activities to this position. EEO Statement We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
Posted 6 days
Operations Executive
Intercontinental Exchange - Jacksonville, FL 32246
Overview: Job Purpose The Operations Executive (OE) serves as a strategic partner and central liaison for assigned clients, managing operational support across ICE Mortgage Technology (IMT) Platforms. This role ensures seamless integration between Client Support, Elevated Client Services, Account Management, and Professional Services to delivery exceptional client outcomes. The Operations Executive advocates for client needs internally while ensuring proactive, transparent, and solution-focused engagement. Operation at a higher level of strategic influence, this position requires executive presence, cross-functional leadership, and the ability to drive long-term client success and expansion. Responsibilities Client Relationship Management Serve as the operational liaison for the entire end-to-end ICE Mortgage Technology solution, coordinating with Client Support, Elevated Client Services, Professional Services, and internal stakeholders Establish structured communication cadence including weekly updates, monthly reviews, and quarterly business planning sessions Define tiered escalation protocols and maintain accurate contact matrices; provide proactive updates to IMT leadership on high-severity issues Manage client transitions from Implementation to ongoing support and align operational excellence with business development objectives Strategic Planning & Optimization Lead strategic planning sessions aligned with client business objectives; develop engagement strategies that enhance satisfaction, retention, and expansion Collect and apply client feedback to improve support operations; partner with product, engineering, and process teams to identify optimization opportunities Develop recommendations for operational improvements and expanded product utilization Incident Management & Advocacy Respond swiftly to escalations and high-severity incidents; participate in bridge calls and maintain transparency with leadership Implement proactive incident notification using predictive monitoring; lead post-incident debriefs and share Root Cause Analysis documentation Advocate for client needs requiring product solutions, enhancements, or seamless integrations; ensure alignment between IMT resources and client expectations Cross-Functional Collaboration Coordinate support across internal groups regarding escalations, product support, strategic initiatives, and policy changes Support multi-channel communication (email, phone, chat, collaboration tools) for unified client experience Represent Client Support as an advocate for service excellence; guide frontline consultants on client-specific requirements Build and maintain strong relationships with client executives and internal stakeholders through active listening and collaborative problem-solving Conduct regularly scheduled client meetings to review performance metrics, SLA attainment, and business outcomes Knowledge and Experience Exceptional critical thinking and analytical skills; ability to understand complex business challenges and develop strategic solutions Strong executive presence and stakeholder management; able to engage confidently with C-suite and senior leadership Demonstrated excellence in written and verbal communication; ability to translate technical concepts for executive audiences Proven ability to build and maintain strong client relationships through active listening, negotiation, and collaboration Excellent customer service orientation with commitment to client advocacy and satisfaction Strong project and portfolio management skills; ability to manage multiple clients and competing priorities Demonstrated ability to lead cross-functional teams and coordinate efforts across business units Proficiency in business process analysis, strategic planning, and requirements definition Strong organizational skills with attention to detail and ability to track complex initiatives Demonstrated entrepreneurial mindset with initiative, ownership, and drive to improve processes and outcomes Preferred Knowledge and Experience Bachelor’s degree in business, Finance, Accounting, Computer Science, or related field preferred 5+ years of experience in financial services, mortgage technology, or enterprise software client management 3+ years of account/relationship management experience with complex, enterprise clients Experience or knowledge of ICE Mortgage Technology products and services (Originations and/or Servicing platforms) Familiarity with mortgage industry operations, regulatory environment, and client business models Demonstrated experience managing escalations and high-severity incidents Background in consulting, professional services delivery, or client success Experience with multiple technology platforms and systems integration Willingness to travel as needed #LI-SF1 -: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
Posted 6 days
Lead Client Support Specialist
Intercontinental Exchange - Jacksonville, FL 32246
Overview: Job Purpose This is a senior-level, client-facing operational support role focused on providing advanced technical expertise for the ICE Mortgage Servicing Platform (MSP) and related distributed applications. The position serves as a key point of escalation for production and operational issues, working independently and collaboratively with internal teams, clients, and product owners to identify, analyze, and resolve complex technical and business problems. Responsibilities Assist other ICE departments by providing professional and industry expertise as needed. Works directly with the client to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge. Elicits and clearly defines client needs by assessing and documenting business opportunities, benefits, risks, and success factors of potential business solutions. Coordinates and executes testing for multiple, major applications. Independently resolves errors and issues as they occur with minimum involvement and guidance from management. Serves as an intermediary during technical discussions Preparation and review of trending statistics Understanding of file monitoring and management; MPLS, NDM, Cisco and WAN preferred Understanding of a Mainframe system, file management and file movement theories Familiarity with web service calls, client server type applications and support Understanding of networks and network configurations Strong technical and analytical background Ability to interact with all levels of management Strong ability to work/collaborate with a team as well as independently. Performs other related duties as assigned. Knowledge and Experience Bachelor's degree or the equivalent combination of education, training, or work experience Requires 7+ years of experience in a product support role. Previous consulting, implementation or client facing experience. Exceptional verbal and written communication skills. Ability to quickly become proficient with new technologies. Mortgage industry and mortgage software application experience. Familiarity with and understanding of the interfaces and integration processes between the Distributed Systems and MSP applications preferred. Experience with ICE products, services, and capabilities with specific emphasis on the AIP/IBI application and associated processes. Strong analytical skills are used to determine the client’s business needs and requirements. Ability to present content in a classroom or virtual setting. Exceptional verbal and written communication skills. Ability to relate to and communicate effectively with all levels of client personnel, from the CEO to line level staff, in an organized and professional manner. Exceptional interpersonal skills and a demonstrated ability to interact with both external and internal customers, establishing and maintaining effective working relationships. Knowledgeable in the use of personal computers and able to use multiple PC software systems (MS Word, Excel, PowerPoint) Excellent problem solving and analysis skills. Resourceful and proactive in gathering information and sharing ideas. Must be able to function well as an independent contributor and as part of a team. Strong time management skills, attention to detail, and resourcefulness Strong knowledge of financial and/or loan processing services technology, including systems, applications, practices, and emerging technologies. Ability to quickly become proficient with new technologies. Ability to utilize judgment in decision making process Client relationship management skills, understanding and focusing on clients' needs, establishing credibility and building positive, professional, relationships with clients. #LI-SF1 -: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
Posted 6 days
Client Support Specialist II, MSP Client Server
Intercontinental Exchange - Jacksonville, FL 32246
Overview: Job Purpose The Client Support Specialist II acts as a subject-matter and product-area specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist II endeavors to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with ICE Mortgage Technology product and services within their business. The Client Support Specialist II may be deployed virtually to manage and drive resolution of escalated customer issues and may be called upon to assist support analysts in complex troubleshooting efforts. Products supported include: Director, Passport, Bulk Data Extract (BDE), ICE Business Intelligence, Navigator, Portal, Loan Boarding, Single Sign On (SSO). Responsibilities Develop and effectively apply learned technical and domain expertise to assist customers and team members in the intended and proper use of Ice Mortgage Technology software solutions. Resolve complex problems reported by the customer to the agent in a timely manner with minimal assistance for 95% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction. Drive service level attainment to departmental standards. Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance with departmental standards. Recognize systemic customer-impacting problems and respond appropriately per departmental procedure. Understand and follow company and departmental guidelines and policies for customer interaction/customer service. Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard. Drive customer interactions as set forth by department policy and procedure. Adhere to schedule as set forth by management. Manage case backlog to departmental standards. Thoroughly and accurately document details of all customer interactions in appropriate case management system. Mentor and assist Team Members in workload and understanding of the systems and departmental policies and procedures. Knowledge and Experience 2 years equivalent customer service or technical support experience Ability to manage own time to department and team standards and expectations Ability to Analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. Ability to learn and apply the use of department, job, and role specific policies, processes, procedures, and technologies. Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures. #LI-SF1 -: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.