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Systems Support Analyst

Company: CTG
Location: Santa Ana
Posted on: November 19, 2021

Job Description:

Systems Support AnalystUnited StatesNewInformation Technology5 days agoPost Date21204690Requisition #Apply for JobShare this JobSign Up for Job AlertsCTG is assisting a client in Fort Washington, PA for a Remote Systems Support Specialist!Pay Rate: 27.00/hourPrimary FunctionExperienced client service and/or mortgage industry professional capable of providing direct client support for the more time-consuming, sensitive and complex loan level issues, including those escalated from more junior team members and requiring access management.Principal Duties* Partners with clients on cross-platform Loan Origination systems to review and implement system access to applications or environments, ensuring compliance policies are maintained (25%) * Acts as first or second point of contact for clients to request assistance. Can resolve all Level 1 and Level 2 problems by applying procedures and their seasoned expertise. Performs a higher level of investigation which may include more time-consuming diagnosis and technical expertise (25%) * Works with project teams to provide access requirements on multiple systems cross-platform. Formulates recommendations, and implements changes for systems (20%) * Documents access or support requirements, problems and resolutions and creates documents for knowledge transfer. Produces reports summarizing the work effectiveness of the team (10%) * Resolves work requests that may involve coordination with other functions. Identifies IT colleagues and/or vendors needed to resolve an issue and ensures effective problem resolution (5%) * Addresses complex issues that require specific subject matter expertise (e.g., relating to emerging technologies, mobile devices, etc.) (5%) * Provides input to development of process and work improvements. Implements improvements after management review and approval. Reviews current processes or standards and recommends improvements (5%) * May manage multiple client services processes during an outage, including coordination with other areas of IT. Notifies clients of outages affecting service (5%) * Responds effectively to incidents escalated from more junior team members, including sensitive issues. * Troubleshoots client problems requiring an expert understanding of the desktop environment and a basic understanding of inter-related technologies. * Conducts complete diagnostics of most loan origination and business problems, factoring in a strong understanding of the technical infrastructure. * Integrates across multiple IT and Business groups to ensure an effective resolution of issues requiring multiple stakeholder input from multiple areas of IT, with guidance from more senior analysts as required. * Adapts and implements new procedures with minimal support readily. * Communicates technical information to non-technical users effectively. * Engenders confidence in clients during the most sensitive escalation issues and situations. * Possesses a very strong orientation towards client interaction and a high level of client service professionalism. * May provide technical guidance to more junior team members. * Operates effectively as part of a larger team, and manages own work. * Receives limited direction, work in progress is monitored periodically. * Supports the development of appropriate work procedures or approaches to address and/or escalate problems.Education and Experience Requirements* BA/BS degree or equivalent preferred * 2+ years of relevant experience * 2-4 years of experience in the mortgage industry as a Processor, Underwriter, or Mortgage Operations Coordinator is strongly preferred.Knowledge, Skill and Ability Requirements* Possesses knowledge of standard hardware and software in the IT infrastructure required to address more complex incidents that involve multiple areas of the applications and/or infrastructure. * Has an understanding of company-specific applications, access and technologies. * Has the expertise to independently handle nearly all routine and non-routine inquiries and problems. * Utilizes a broad range of technical support products and technologies to resolve difficult technical issues. * Possesses a strong and broad understanding of New Penn Financial's services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support. * Developing breadth and depth of knowledge of the technology support industry. Applies knowledge to develop recommendations in area of support. * May have in-depth knowledge about one or more business unit's operations - understands the business needs and any impact that may have on how best to resolve a technical problem. * Understands the technology organization and where and when to escalate client or operational problems including complex issues that involve many areas of IT and/or the business. * Has a working understanding of relevant regulations as they relate to work in the area.For immediate consideration please email rebecca.olan@ctg.comCTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.Additional Information * Job Function: Systems Administration * Education Level: Bachelor's Degree (--16 years) * Work Remote: Yes * Travel: No

Keywords: CTG, Santa Ana , Systems Support Analyst, Professions , Santa Ana, California

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