Systems Support Analyst

Description

Responsibilities and Duties:

• Provide application configuration and support for internal system users. 
• Troubleshoot issues and communicate with users and support team through resolution.
• Monitor application health and performance. Proactively escalate issues and potential issues to minimize disruption to users. 
• Work within different Databases for each supported application.
• Prioritize and balance tasks across multiple applications.
• Create knowledge base documentation for End User Support.
• Participate in the documentation of business requirements, communication of issues and potential solutions to software vendors, in coordination with Product Owners.
• Interact effectively with both technical and non-technical users.

Education and Experience:

• Bachelor’s Degree or 5 + years of relevant experience.  
• High school diploma or equivalent required.  
• 2 - 4 years of experience supporting Mortgage Origination and Acquisition systems OR 2 - 4 years of experience in the Mortgage Industry.
• 1 – 2 years of experience in multiple areas of information technology required including computer programming, or management information systems.
• Experience with ITIL and best practices.
• Ability to work collaboratively in a team environment and to manage multiple time-sensitive responsibilities and requests with minimal supervision. 
• Excellent written and verbal communication skills. Must be able to collaborate with all users across the Enterprise and render clearly written, accurate instructions. 
• Complex problem-solving capabilities. Robust critical and analytical thinking skills with strong attention to detail. Ability to exercise independent judgment in interpreting issues and identifying solutions.
• Proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint), Adobe
• Intermediate to advanced experience with using Microsoft Excel formulas, functions and pivot tables and VLOOKUP’s. SharePoint experience a plus.

• Knowledge of or experience with ticket-tracking collaboration software (such as ServiceNow, Jira or similar).
• Understanding mortgage banking and securitization practices and/or data is a strong plus.
• Ability to understand systems and become a subject matter expert of applications.
• Experience with relational databases (e.g. SQL Server, including use of T-SQL) , including writing ad-hoc queries and building out custom reporting in SQL.  Proven proficiency and comfort with coding in various languages (e.g. most commonly: SQL, and VBA.  Knowledge of other programming languages is a plus.)

• Application Support & Troubleshooting: Provides technical support, resolves application issues, and ensures the stability and performance of mortgage origination and acquisition systems. 
• Technical & Systems Expertise: Demonstrates strong understanding of mortgage technology platforms, databases, SQL, and business applications to support users and system functionality. 
• Analytical Problem Solving: Diagnoses complex technical issues, identifies root causes, and develops effective solutions that minimize business disruption. 
• Stakeholder Communication & Customer Support: Delivers responsive professional support while effectively communicating with both technical and non-technical users across the organization. 
• Organization & Prioritization: Successfully manages multiple applications, support requests, and competing priorities in a fast-paced environment. 
• Continuous Improvement & Documentation: Develops knowledge base documentation, supports business requirements, and identifies opportunities to improve application performance and user experience. 

• Integrity: Delivers reliable application support while maintaining data accuracy, system integrity, and adherence to established IT and business processes. 
• Collaboration: Works closely with Product Owners, business users, IT teams, vendors, and external partners to resolve issues and deliver effective technology solutions.
• Excellence: Provides high-quality technical support, maintains application stability, and contributes to efficient mortgage operations. 
• Critical Curiosity: Continuously expands technical expertise, investigates system issues, and identifies opportunities to improve applications, processes, and user experience.

Benefits

• Competitive compensation package, including base salary and performance-based bonus opportunities
• 401(k) plan with 100% company match up to 4%
• Comprehensive health coverage: medical, dental, vision, HSA, and FSA options
• Generous paid time off: 20 days PTO, company holidays, and sick time
• Paid parental leave
• Company-paid life insurance and disability coverage
• Employee Assistance Program (EAP): mental health, financial, and wellness support
• Professional development: tuition reimbursement and growth opportunities
• Commuter and transit benefits