The Junior Application Support Analyst reports to the Application Support Manager and will be responsible for providing level one support for business systems used by the Impac Mortgage Corp. The position will collaborate closely with vendors, users, and cross functional business partners to drive root cause analysis and resolution of issues.
He/she will also collaborate with other IT team members to maintain systems used by the business units.
* Support and maintain line-of-business systems used by Impac Mortgage Corp including loan origination system, CRM, web applications, data warehouse * Assist with the coordination of software releases and patches for business systems including testing and distribution of software updates, release notes and training materials and rollout communications to business and other IT teams * Assist in the Collaboration with third-party resources, vendors and other IT teams in support of projects and operations around business systems * Responsible for resolution of all first level support issues and to ensure action plans and status are communicated appropriately to other IT teams and business leadership
* 1-2 years of related work experience; mortgage banking or real estate experience preferred * 2 or more years of technical software support experience with demonstrated ability for overseeing systems, teams and projects * Proven ability to combine technical capability with customer service mindset to drive customer satisfaction * Technical experience with enterprise software platforms required. Direct experience with Encompass, Empower, MS Dynamics, Optimal Blue preferred. * Up-to-date on key Application Support trends and methodologies. * Experience working with support tracking systems (Zendesk, JIRA, Freshservice, etc) * Experience working within an agile software development environment. * Demonstrated analytical and problem-solving skills, attention to detail * Ability to thrive in a fast - paced, fluid and collaborative environment. * Excellent written and verbal communication skills; able to communicate effectively with non-technical business leaders and teams when necessary * Comfortable under high-stress and exhibits poise and focus
EDUCATION AND CERTIFICATION REQUIREMENTS:
* Bachelor's degree in Computer Science, Mathematics, Engineering or equivalent experience.
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