REL System Analyst

System One; Vienna (VA); Hybrid; USD 85,000 - 120,000; Full time

Job summary

System One in Vienna, VA is seeking a REL System Analyst to support Real Estate Lending technology operations in a hybrid model (Vienna or Pensacola). The role focuses on incident management, system advisories, and cross-team collaboration to ensure stability and timely deployments.

The candidate will gather requirements, perform RCA, and coordinate testing and releases across ENG/production environments, working with Service Desk, engineering, and vendors.

Qualifications

• Strong analytical, research, and problem-solving skills.
• Experience with Real Estate Lending systems and processes.
• Experience with enterprise applications.
• Proficiency in SQL, Excel, and Azure environments.
• Experience with ServiceNow and testing methodologies.
• Excellent verbal and written communication skills.

Responsibilities

• Provide Level 1 and 2 support for REL applications and platforms.
• Monitor ServiceNow queues, triage incidents, and coordinate resolution.
• Lead investigation and escalation for critical issues affecting REL units.
• Translate technical issues into business-friendly messages for stakeholders.
• Gather requirements and perform RCA for major incidents and defects.
• Coordinate testing, release planning, and deployments across environments.
• Document processes, metrics, and reports for continuous improvement.

Skills

Real Estate Lending knowledge

Analytical skills

SQL proficiency

Azure environments

ServiceNow experience

Communication skills

Tools

Azure DevOps

Job description

Job Title: REL System Analyst

Location: Hybrid reporting to Vienna or Pensacola, FL

Hours: 9:30am - 6:00pm EST (possibly flexible)

Pay Rate: Open to Both C2C and W2 options

Position Type: Multiyear Contract

Position Summary

The System Analyst supports Real Estate Lending (REL) technology operations by providing application support, managing incidents, coordinating with business units, and driving system

improvements. This role serves as a key liaison between Service Desk, engineering teams, vendors, and business stakeholders, ensuring system stability, effective communication, and successful delivery of enhancements, advisories, and releases.

Key Responsibilities

System Support & Incident Management

• Provide Level 1 and Level 2 support for REL applications including ICE Mortgage Technology, MSP, Passport, Loan Boarding platforms, Empower, HomeSquad, and OnBase.
• Monitor and manage ServiceNow queues, triaging incidents, service requests, degradations, outages, and access issues.
• Lead investigation and resolution of escalated issues impacting REL business units and members.
• Act as a central point of coordination between infrastructure teams, vendors, and business partners.
• Ensure timely communication, escalation, and resolution of production issues.

Advisory & Business Communication

• Draft and distribute system advisories, maintenance notifications, enhancements, and outage communications to business units.
• Translate technical issues into clear, business-friendly messaging for stakeholders.
• Ensure business units are informed of system changes, impacts, and required actions.
• Support leadership updates with concise summaries of incidents, risks, and resolutions.

Business Analysis & Process Improvement

• Gather and document business and technical requirements for system enhancementsand fixes.
• Perform root cause analysis (RCA) for major incidents and defects, providing actionable recommendations.
• Drive process improvements across ticket intake, escalation paths, and operational workflows.
• Ensure systems and processes align with regulatory, operational, and business requirements.

Testing & Release Coordination

• Develop and execute test cases for system enhancements, defect fixes, and new implementations.
• Perform system, integration, and user acceptance testing (UAT) in coordination with business units.
• Support release planning and coordinate deployments across test and production environments.
• Validate system functionality post-release and ensure stability.

Project & Cross-Team Collaboration

• Participate in cross-functional initiatives related to new systems, migrations, and enhancements (e.g., ICE upgrades, DarkMatter upgrades, routing changes, platform updates).
• Track work items and initiatives using Azure DevOps (ADO) or similar tools.
• Coordinate with multiple teams to ensure alignment on scope, timelines, and deliverables.
• Support onboarding and knowledge transfer for new team members and contractors.

Documentation & Reporting

• Maintain documentation for processes, workflows, advisories and reports.
• Track and report on key metrics such as ticket trends, incident volumes, and system performance.
• Compile data and insights to support operational decisions and continuous improvement efforts.

Qualifications

Required Skills & Experience

• Strong analytical, research, and problem-solving skills with attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Advanced knowledge of Real Estate Lending systems and processes.
• Experience supporting and troubleshooting enterprise applications.
• Proficiency in Microsoft Office, SQL, and Azure environments.
• Experience with ServiceNow and software testing methodologies.
• Strong verbal and written communication skills with the ability to translate technical concepts to business users.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Ref: #851-Rockville-S1

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.