REL System Analyst

System One; Virginia Beach (VA); Hybrid; USD 90,000 - 110,000; Full time

Job summary

System One is seeking a REL System Analyst to support Real Estate Lending technology operations. The role includes incident management, advisory communications, and cross-team collaboration in a hybrid setup reporting to Vienna or Pensacola, FL.

Responsibilities cover system support, testing, release coordination, and documentation. Candidates should have strong analytical and communication skills and experience with enterprise applications like ICE Mortgage Technology and ServiceNow.

Qualifications

• Analytical, research, and problem-solving skills required.
• Ability to work independently and in a team.
• Strong verbal and written communication to translate technical concepts.

Responsibilities

• Provide Level 1 and Level 2 support for REL applications.
• Monitor and triage ServiceNow queues and incident requests.
• Lead investigation and resolution of escalated issues.
• Coordinate with infrastructure, vendors, and business partners.
• Communicate advisories and outage notifications to stakeholders.
• Coordinate testing, releases, and deployments across environments.

Tools

Microsoft Office

SQL

Azure

Job description

Job Title: REL System AnalystLocation: Hybrid reporting to Vienna or Pensacola, FLHours: 9:30am - 6:00pm EST (possibly flexible)Pay Rate: Open to Both C2C and W2 optionsPosition 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 systemimprovements.

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

• 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, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions 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 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.