Analyst, Application Support, II, LS

Carrington - Montgomery, AL

Full-time

Montgomery, AL

Professional, Scientific, and Technical Services

About the position

The Application Support Analyst II at Carrington is responsible for providing Tier 2 system support across various business lines. This role involves troubleshooting system issues, managing projects related to business processes, and developing technology solutions to enhance workflow and productivity. The Analyst II ensures compliance with company policies and regulations while delivering timely support and documentation for system-related requests.

Responsibilities

• Provide Tier 2 troubleshooting of system issues and requests reported by users.
• Work with 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.
• Replicate system issues in the test environment to validate the root cause and escalate critical issues to management.
• Perform system administration functions including configuration changes, document creation, report setup, user security, and system parameters.
• Manage and support projects that align with new business initiatives and compliance requirements.
• Provide technical expertise to ensure project deliverables meet business objectives and timelines.
• Work with third-party technical support teams to troubleshoot and escalate system issues.
• Provide oversight on system upgrades and coordinate post-release issues.
• Develop end user documentation and train users on new system features.
• Document and maintain department policies and procedures.

Requirements

• Bachelor's degree or equivalent technical work experience.
• 3-5 years of experience in the mortgage banking/financial services industry, performing system support and workflow analysis.
• Hands-on experience with mortgage banking systems.
• Strong analytical skills and ability to synthesize complex information.
• Proficient with Microsoft Office (Word, Excel, Outlook, PowerPoint), MS Project, and Visio.
• Exceptional verbal and written communication skills.

Nice-to-haves

• Knowledge of mortgage banking, including loan origination processes and compliance requirements.
• Strong judgment and decision-making abilities.
• Strong team building skills.