Product Support Analyst - Centricity - Remote US

SitusAMC; Frankfort (KY); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

PTO and paid holidays

Medical, dental, vision insurance

401K

Job summary

SitusAMC is seeking a client-focused Production Support Specialist to facilitate delivery and implementation of in-house software. You will validate issues, route them to internal teams, and train clients and staff. Travel nationally for client installations is expected in normal times.

The role requires 1–2 years in related finance/real estate tech, plus hands-on experience with post-go-live support and UAT testing. A strong MS Office proficiency and clear communication are essential.

Qualifications

• 1-2 years of Secondary Marketing, Mortgage Lending, Mortgage Technology, Loan Trading, Capital Markets Operations, or related industry experience.
• Minimum of six months in a production support, software support, implementation, operations, or other client-facing support role.
• Experience supporting software implementations, client-facing production support, application configuration, UAT/QA testing, or post-go-live support activities.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency with Microsoft Office products, including Outlook, Word, Excel, Teams, and PowerPoint.

Responsibilities

• Provide day-to-day support to promote client adoption after go-live, reinforcing standard usage and addressing routine client questions.
• Support production usage by receiving client issues, performing initial triage, and documenting and validating details required for follow-up.
• Route production issues and requests to appropriate internal resources, including software development, product, implementation, infrastructure, and other internal teams, and track updates through resolution.
• Support client-paid UAT/QA testing engagements by executing test cases, validating functionality, documenting results, logging defects, and supporting retesting activities.
• Assist with release validation, regression testing, configuration validation, workflow testing, integration/file testing, and production readiness activities as assigned.
• Deliver Client Admin, end-user, and internal training sessions and/or training support as assigned.
• Build and maintain working knowledge of SitusAMC software functionality, relevant industry concepts, and client workflows to support effective guidance and issue resolution.
• Use discretion and independent judgment to address moderately complex production support and testing matters within established guidelines and escalation paths.

Skills

Multitasking

Communication skills

Verbal communication

Analytical thinking

Tools

Microsoft Office

Job description

SitusAMC is where the best and most passionate people come to transform our client's businesses and their own careers. Whether you're a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve.

At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local - come join our team!

The professional in this position is as a liaison between SitusAMC and our clients to facilitate the delivery and implementation of Inhouse software and configuration into client production environments. This position receives, validates, and routes software defects internally for resolution. This position will also provide training to both clients and internal team members. In normal times this position travels nationally to support client installations.

Essential Job Functions:

• Provide day-to-day support to promote client adoption after go-live, reinforcing standard usage and addressing routine client questions.

• Support production usage by receiving client issues, performing initial triage, and documenting and validating details required for follow-up.

• Route production issues and requests to appropriate internal resources, including software development, product, implementation, infrastructure, and other internal teams, and track updates through resolution.

• Support client-paid UAT/QA testing engagements by executing test cases, validating functionality, documenting results, logging defects, and supporting retesting activities.

• Assist with release validation, regression testing, configuration validation, workflow testing, integration/file testing, and production readiness activities as assigned.

• Deliver Client Admin, end-user, and internal training sessions and/or training support as assigned.

• Build and maintain working knowledge of SitusAMC software functionality, relevant industry concepts, and client workflows to support effective guidance and issue resolution.

• Use discretion and independent judgment to address moderately complex production support and testing matters within established guidelines and escalation paths.

Qualifications/ Requirements:

• Minimum of 1-2 years of Secondary Marketing, Mortgage Lending, Mortgage Technology, Loan Trading, Capital Markets Operations, or related industry experience.

• Minimum of six months in a production support, software support, implementation, operations, or other client-facing support role.

• Experience supporting software implementations, client-facing production support, application configuration, UAT/QA testing, or post-go-live support activities.

• Ability to manage multiple tasks and priorities in a fast-paced environment.

• Proficiency with Microsoft Office products, including Outlook, Word, Excel, Teams, and PowerPoint.

• Effective written and verbal communication skills, with strong analytical skills and sound judgment to resolve moderately complex issues within established processes.

#LI-AS1 #LI-Remote

Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

The annual full time base salary range for this role is

$55,000.00 - $75,000.00

Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval. SitusAMC offers PTO and paid holidays, the terms of which are set forth in the program policies. All full time employees also are eligible to participate in various benefit plans, including medical, dental, vision, life, disability insurance and 401K; in each case in accordance with the terms of the applicable plans.

Pay Transparency Nondiscrimination Provision (https://go.situsamc.com/rs/962-QMP-613/images/pay-transp_%20English_formattedESQA508c.pdf?version=0)

SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Know Your Rights, Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)