Analyst, Application Support, Senior at Carrington Mortgage Services, LLC in Aliso Viejo, California

Job Description:

The Sr. Application Support Analyst is responsible for providing expert technical and consultative support to the Carrington family of businesses. The Sr. Analyst manages a variety of technology projects that require in-depth knowledge of business processes and the applications used in the business' daily operations. This position works with the Carrington business units to define solutions for improving/automating workflow and utilizing the applications more efficiently. The Sr. Analyst also performs research and root-cause analysis of system-related issues, and provides technical expertise to end users. This position is responsible for performing all duties in accordance with the company's policies and procedures, all US state and federal laws and regulations, wherein the company operates.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage projects of varying size and complexity to support business initiatives, cost-control efforts, and compliance activities. Assist the business with defining opportunities for streamlining workflow, improving operational performance, increasing productivity, reducing costs, and employing new technologies; identify opportunities to standardize and automate workflow; define project scope and business requirements; develop and execute project plans within established budgets and target timelines; manage project risks and issues; prepare project documentation (business requirements, workflow diagrams, user training guides, and interface run guides); facilitate project meetings and training sessions; communicate status to all management levels.
• Provide system consulting and process-improvement expertise to the business. Identify opportunities and make recommendations to the business for maximizing system features, functionality, and interfaces with other applications and vendors; identify areas where system training will improve operational performance and user productivity; prepare and deliver ad hoc system training; work with the business to implement system enhancements and workflow efficiencies.
• Perform system configurations, develop scripts and other technologies to automate business workflow, improve productivity, and reduce costs. Work with all levels of the business to define objectives and project scope; evaluate workflow and identify manual, repetitive work and redundant, non-value added tasks; develop ‘as-is' and ‘to-be' workflow diagrams; prepare and present recommendations to business management to streamline and automate workflow; develop business requirements and cost-benefit analysis; design, build, and test system configurations, scripts and other tools in the test environment; document detailed test plans and test cases; follow SDLC practices and Change Control policy in the deployment of new/changed technologies to the production environment.
• Provide Tier 2 troubleshooting of system issues and system-related requests reported by users. Work with the business end users to define, assess, and prioritize system issues based on business impact; log and monitor issues in the department's Issue Tracking System; apply basic knowledge of business processes and understanding of system functionality in the research, analysis, and troubleshooting of issues; replicate system issues in the test environment to validate root cause; escalate critical issues to department management; provide users timely updates and resolution of issues; prepare detailed documentation on the root cause and corrective action required.
• Perform system administration functions to support the business needs. Perform system configuration changes; document and report creation; user security setup and changes; setup of system parameters; oversight of test environments and support of business testing activities; system research, analysis, and testing to support new products and business initiatives.
• Develop end user documentation, including application training manuals and job aids.
• Work with third-party technical support teams and vendor account managers to troubleshoot and escalate system issues impacting business operations. Log and monitor issues and requests in Vendor Tracking Systems, serve as the liaison between the business and vendors, ensure that vendors handle system issues in accordance with SLAs, and escalate issues to vendor management as needed.
• Provide technical support and vendor management oversight on system upgrades. Support the installation of software releases; coordinate troubleshooting of post-release issues; communicate system upgrades and code corrections to the business; coordinate enhancement processes with vendors and work with the business to define enhancements; communicate expectations to the vendors; keep all parties apprised of delivery schedules; ensure issues are resolved timely; implement all changes in accordance with IT SDLC practices and change control procedures.
• Perform other relevant duties as assigned. Document and maintain department policies and procedures; support the design, development, and maintenance of tools, methodologies, and processes to enhance the department's support to the business; attend vendor conferences and seminars and job-related workshops to stay abreast of developing technologies and business tools.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

• Knowledge of mortgage banking and the systems and applications used.
• General understanding of ‘life-of-loan' concepts, processes and practices is preferred.
• Strong analytical skills and ability to synthesize complex or diverse information.
• Strong judgment, decision-making abilities and time management skills.
• Proficient with Microsoft Office (Word, Excel, Outlook, PowerPoint), MS-Project and Visio.
• Exceptional verbal and written communication skills.
• Demonstrated ability to direct the day-to-day activities of a project team required.

EDUCATION, EXPERIENCE AND/OR LICENSES:

• Five to seven (5-7) years demonstrated experience in the mortgage banking/financial services industry, performing systems support and workflow analysis, systems administration, project management, implementing technology solutions in a mortgage environment, process redesign, defining and documenting business requirements, performing root-cause analysis, and implementing system/process improvements.
• Bachelor's degree or equivalent technical job experience.

EEO/AAP Approved

FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated financial services company that covers virtually every aspect of the single family residential real estate transaction, including investment in U.S. real estate and mortgage markets, loan origination and servicing, asset management and property preservation, real estate sales and rental, and title and escrow services. Carrington has built the infrastructure necessary to maximize value during any market cycle. We are currently hiring a Sr. Support Analyst to support our enterprise applications across various locations.

Consider Carrington Today!

25 Enterprise, Aliso Viejo, CA (25), 92656, US