Production Support Analyst First American Title
Santa Ana, CA

Job Description

Company SummaryJoin our team! As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American Title Insurance Company (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. First American Title's National Production Services division provides global title and escrow production support across all channels within First American Title including the Mortgage Services, Commercial, Direct, and Agency divisions. We believe that our people are the key to the company's continued success. Because our employees enable our future, we invest in theirs by supporting their careers and promoting their overall wellbeing. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For® 2018 list for the third consecutive year and to more than 50 regional Best Places to Work lists. For more information, visit www.firstam.com.

Job Summary

The Production Support Analyst works in a data center environment and is responsible for providing user and software support in a production environment. Software support includes programs for software migration, change management, scheduling, and report distribution.

Essential Functions

o Support production related system use processes identifying issues, resolving most, and escalating complex problems to senior level for problem resolution.

o Interface with users regarding support issues and production requests.

o Identifies/receives problem, researches alternatives, prepares presentations, drives solutions, tests to confirm, gains consensus, and implements solutions for defined business processes.

o Creates documentation of business processes, training procedures, and standard operating procedures.

o Escalate and communicate outages, and provide follow-up and root cause analysis where needed.

o Provides informal training as part of implementation process. May provide formal training and support directly to customers.

o Actively participates in the design, testing and implementation of new software, training/instructional materials including web publications, policies and procedures manuals and client-specific guidelines.

o Gathers information about report needs, objectives, functions, features, and input/output requirements.

o Coordinates with DBA and development team to design, develop, and implement customized tables, queries, and reports.

Knowledge and Skills/Technology Used

o Proficiency with MS Office products (Word, Excel, Outlook, Visio) with an emphasis in Excel

o Data management skills (Datamart)(Tableau)(DOMO)(SQL)

o Strong written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers.

o Ability to organize multiple tasks simultaneously and streamline workflow management.

o Has general cost benefit awareness.

o Solid working knowledge of standard features/functions of one or more application to field, analyze and resolve customer issues/problems.

o Has basic understanding of system integrations and supporting technologies.

Typical Education

o High School diploma or equivalent

o AA/AS degree preferred.

Typical Range of Experience

o 3-5 years of directly related experience.

First American invests in its employee's development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com/careers.