DescriptionThe Systems Production Support Analysts will work with various mortgage lenders to provide system support and resolution for work items submitted related to active loans by performing detailed research through in-depth knowledge of internal system platforms and leveraging internal resources.
This role will be responsible for engaging in the review of high priority and/or complex system related issues directly submitted from our clientele while providing accurate, timely resolutions, and maintaining customer satisfaction. This role is expected to meet the minimum requirements on domain experience.
Job Duties:- Responsible for receipt of and triaging production support ticket intake submitted from various clients to the production support queue.
- Provide guidance and assistance to resolve requests involving platform cited issues such as site access, inquiries regarding system limitations, unknown system errors, and other solicited end-user or system related issues.
- Assist client inquiries or questions regarding functional feature and current system design expectations.
- Identify and utilize applicable tools or actions needed to assist with troubleshooting and research activities.
- Support clientele with issues related to system administrative actions using self-servicing tools.
- Identify, prepare, and create internal work tickets demonstrating system issues and steps of reproduction for items escalated or seeking review beyond the Production Support Team.
- Communicate timely updates and follow-up to the ticket requestor including final corrective actions taken.
- Work collaboratively with other internal roles to problem solve and identify interim and long-term solutions.
- Provide clear and concise verbal and written communications with both internal and external end-users or supporting resources.
- Lead production support initiatives
- Assist Production Support Manager in workflow management
Requirements- Bachelors in Information Systems or other related IT relevant degree or documented work
- 5+ years documented work experience in a technical or production support field
- 5+ years documented experience in the Mortgage lending domain
- SQL or Database Replication certification or experience
- 3+ years of Database review management and configuration maintenance
- Strong Critical Thinking skills, Troubleshooting, and Analytical abilities
- Strong written and verbal communication skills
- Experience with help desk ticketing workflow
- Experience reviewing system application error logs
- Understands and has exposure working within scheduled release cycles and system deployments.
- Understands basic software development concepts such as SDLC stages
- Comfortable working under pressure and fast-paced environment
- Committed to owning client issues from start to completion.
- Ability to work independently
Preferred Skills:- Mortgage originations or fulfillment experience is plus
- Basic scripting and database configuration experience is a strong plus
- Experience interacting with a wide range of customers and technical issues
Location: Blue Sage Solutions, 270 Sylvan Avenue STE 1500, Englewood Cliffs, NJ 07632, but the candidate can be in a remote location and not required to work on-site.
