Massachusetts Jobs

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What you’ll do:

The Application Support Analyst II is responsible for providing Tier 2 system support to the Carrington line of businesses. The Analyst II performs research and root-cause analysis of system-related issues, manages projects that require knowledge of business processes and the applications used, and assists in the development of technology solutions to automate workflow and improve productivity. The Analyst II performs all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

• Provide Tier 2 troubleshooting of system issues and system-related requests reported by users. Work with the business users, IT PMO and Application Support team to define, assess, and prioritize system issues based on business impact; log and monitor issues in the department’s Issue Tracking System; apply basic knowledge of business processes and understanding of system functionality in the research, analysis, and troubleshooting of issues; replicate system issues in the test environment to validate the root cause; escalate critical issues to department management; provide users timely updates and resolution of issues; prepare detailed documentation on the root cause and corrective action required.

• Perform system administration functions to support the business needs, including system configuration changes, document creation, report setup, user security, and system parameters; provide oversight of test environments and support business testing activities; perform system research, analysis, and testing to support new products and business initiatives.

• Manage and support projects that support new business initiatives, cost-control efforts, and compliance requirements. Under the direction of the Application Support management team, provide technical expertise and knowledge of systems and business workflow to ensure project deliverables meet business objectives and timelines. Follow SDLC practices, concepts and methodologies.

• Work with third-party technical support teams and account managers to troubleshoot and escalate system issues impacting business operations. Log and monitor issues and requests in Vendor Tracking Systems; serve as the liaison between the business and vendors; ensure that vendors handle system issues in accordance with SLAs.

• Provide technical support and vendor management oversight on system upgrades. Support the installation of software releases and coordinate post-release issues; communicate system upgrades and code corrections to the business. Coordinate enhancement processes with vendors. Work with the business to define enhancements. Communicate expectations to the vendors. Keep all parties apprised of delivery schedules. Ensure issues are quickly resolved. Implement changes in accordance with corporate change control procedures.

• Develop end user documentation and train users on new system features.

• Document and maintain department policies and procedures; support the design, development, and maintenance of tools, methodologies, and processes for enhancing the department’s support to the business; attend vendor conferences and seminars and job-related workshops to stay abreast of developing technologies and business tools.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

• Knowledge of mortgage banking, including loan origination processes and compliance requirements, and an understanding of life-of-loan.

• Strong analytical skills and ability to synthesize complex or diverse information.

• Strong judgment and decision-making abilities and time management skills.

• Proficient with Microsoft Office (Word, Excel, Outlook, PowerPoint), MS Project and Visio.

• Exceptional verbal and written communication skills.

• Strong team building skills.

• Ability to make decisions that have significant impact on the department’s credibility, operations, and services.

• Ability to organize and prioritize own work schedule.

• Ability to compute, analyze, and interpret complex data.

• Ability to compose technical documentation including technology specifications, business requirements, end user manuals and guides.

EDUCATION, EXPERIENCE AND/OR LICENSES:

• Bachelor’s degree or equivalent technical work experience.

• Three to five (3-5) years demonstrated experience in the mortgage banking/financial services industry, performing system support and workflow analysis, system administration, design and development of technology solutions, defining and documenting technical specifications.

• Hands-on experience with mortgage banking systems.

We are an Equal Opportunity Employer.

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.