Sr. Product Administrator in Wideopen

Selene Holdings is a multi-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 Mortgage Servicing platform and manages a wide variety of immediate and longer-term initiatives. As the “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 system releases/upgrades, job scheduling, and internal help desk services. This position acts independently to prioritize and schedule all work.

Responsibilities

• Maintains design and implementation of lifecycle documentation for core products, including vendor contacts, contracts and licenses, installation, maintenance, configuration, upgrade, and lights-on monitoring.
• Coordinates support of helpdesk and second level product support.
• Develops Key Performance Metrics and monitoring.
• Develops playbook for management and support of core product functionality and integration.
• Recommends the nature and scope of present and future product functional specifications and requirements, appraising new product ideas and/or product or packaging changes requiring integration with Selene applications.
• Provides evaluation of source data for product line communications by defining product marketing communication objectives.
• Maintains 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.
• Reviews and coordinates all vendor communications, providing categorization and prioritization.
• Conducts comprehensive documentation reviews of vendor documentation and identifies Selene specific changes.
• Provides documentation on the life cycle of Selene use of vendor products.
• Provides product life-cycle management for vendor product and Selene integration.
• Provides level 1 technical support.
• Monitors all change management for vendor products.
• Tracks all vendor SOW and implementation acceptance.
• Provides UAT coordination and QA coordination in the test region.
• Monitors all loan count volumes and use of the test region.
• Coordinates all vendor cases and synchronizes with Selene ADO/BITR system.
• Maintains internal product documentation.
• Owns and develops the Product Requirements Document that specifies detailed functionality, required integrations, use cases and key metrics that need to be part of the product.
• Analyzes the technical information from equipment, third party data partners and client environments and provides directions to the development team.
• Manages and prioritizes incorporation of outstanding issues and features into product roadmaps throughout their life cycle.
• Reviews software bugs identified during beta testing or after release and prioritizes action.
• Helps to define the user model and user interface for new and existing products and features.
• Supports multiple projects simultaneously while meeting tight deadlines.
• Collaborates daily with the Design, Development and Project Management Teams.

Qualifications

• Excellent attention to detail.
• Ability to multi-task 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.

Competencies

• 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. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
• Communications: Expresses ideas and thoughts verbally and in written form. Exhibits good listening and comprehension. Keeps others adequately informed.
• Customer Service: Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs.
• Dependability: Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions.
• Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback.

Education and Experience

• High school diploma or general education degree (GED) required. Associate's degree (A. A.) from two-year College preferred.
• Two to four years' related experience and/or training required.
• Two years of residential loan servicing experience preferred.
• Requires basic understanding of systems development lifecycle methodologies.

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 carry out detailed written or oral instructions with minimal supervision. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Fiserv preferred. Additionally, a strong knowledge of Project/Project Server, Team Foundation, Visio, SharePoint, Exchange; internet software; database software; and mortgage loan servicing systems. Ability to extract, manipulate and analyze data using complex SQL query statements and advanced database tools.

Travel: Some travel may be required.

Work Environment and Physical Demands

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.

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 in order to read.

This position 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

• 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.