Systems Production Support Analyst

Blue Sage Solutions; Englewood Cliffs (NJ); Remote; USD 60,000 - 80,000; Full time

Job summary

Blue Sage Solutions is seeking a Systems Production Support Analyst to join their team. This entry-level role involves providing system support for mortgage lenders, resolving technical issues, and ensuring client satisfaction. Ideal candidates will have a background in information systems, strong analytical skills, and experience in the mortgage domain. The position allows for remote work, ensuring flexibility for the right applicant.

Qualifications

• 2+ years documented work experience in a technical or production support field.
• 2+ years documented experience in the Mortgage lending domain.

Responsibilities

• Receive and triage production support ticket intake.
• Provide guidance on platform issues and client inquiries.
• Communicate updates and follow-ups to ticket requests.

Skills

Critical Thinking

Troubleshooting

Analytical Abilities

Communication

Education

Bachelors in Information Systems

Tools

Database Review Management

Job description

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Brief Description

The Systems Production Support Analysts will work with various mortgage lenders to provide system support and resolution for work items submitted related to active loans by performing detailed research through in-depth knowledge of internal system platforms and leveraging internal resources.

Brief Description

The Systems Production Support Analysts will work with various mortgage lenders to provide system support and resolution for work items submitted related to active loans by performing detailed research through in-depth knowledge of internal system platforms and leveraging internal resources.

This role will be responsible for engaging in the review of high priority and/or complex system related issues directly submitted from our clientele while providing accurate, timely resolutions, and maintaining customer satisfaction. This role is expected to meet the minimum requirements on domain experience.

Job Duties

• Responsible for receipt of and triaging production support ticket intake submitted from various clients to the production support queue.
• Provide guidance and assistance to resolve requests involving platform cited issues such as site access, inquiries regarding system limitations, unknown system errors, and other solicited end-user or system related issues.
• Assist client inquiries or questions regarding functional feature and current system design expectations.
• Identify and utilize applicable tools or actions needed to assist with troubleshooting and research activities.
• Support clientele with issues related to system administrative actions using self-servicing tools.
• Identify, prepare, and create internal work tickets demonstrating system issues and steps of reproduction for items escalated or seeking review beyond the Production Support Team.
• Communicate timely updates and follow-up to the ticket requestor including final corrective actions taken.
• Work collaboratively with other internal roles to problem solve and identify interim and long-term solutions.
• Provide clear and concise verbal and written communications with both internal and external end-users or supporting resources.
  
  

Requirements

• Bachelors in Information Systems or other related IT relevant degree or documented work
• 2+ years documented work experience in a technical or production support field
• 2+ years documented experience in the Mortgage lending domain
• SQL or Database Replication certification or experience
• 1+ years of Database review management and configuration maintenance
• Strong Critical Thinking skills, Troubleshooting, and Analytical abilities
• Strong written and verbal communication skills
• Experience with help desk ticketing workflow
• Experience reviewing system application error logs
• Understands and has exposure working within scheduled release cycles and system deployments.
• Understands basic software development concepts such as SDLC stages
• Comfortable working under pressure and fast-paced environment
• Committed to owning client issues from start to completion.
• Ability to work independently
  
  

Preferred Skills

• Mortgage originations or fulfillment experience is plus
• Basic scripting and database configuration experience is a strong plus
• Experience interacting with a wide range of customers and technical issues
  
  

Location: Blue Sage Solutions, 270 Sylvan Avenue STE 1500, Englewood Cliffs, NJ 07632, but the candidate can be in a remote location and not required to work on-site.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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