Systems Support Analyst II

Systems Support Analyst II page is loaded## Systems Support Analyst II locations:
TX, Coppell:
PA, Fort Washington time type:
Full time posted on:
Posted Todayjob requisition :
R9475## Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.## We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
** POSITION SUMMARY
** The Systems Support Analyst II is responsible for providing direct client support for the more time-consuming, sensitive, and complex issues.
** DESCRIPTION
* *** Essential Functions, Duties, and Responsibilities
*** Partners with clients on cross-platform systems to review and implement system access to applications or environments, ensuring compliance policies are maintained (25%).
* Acts as 1st or 2nd point of contact for clients to request assistance.
Resolves Level 1 and Level 2 problems. Performs investigation which may include more time-consuming diagnosis and technical expertise (25%).
* Works with clients 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 (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%)
* 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%)
* Conducts complete diagnostics of most system problems, factoring in a strong understanding of the technical infrastructure (5%).
* Integrates across multiple IT groups to ensure effective resolution of issues, with guidance from more senior analysts as required (5%).
* Adapts and implements new procedures with minimal support readily.
* Communicates technical information to non-technical users effectively.
* 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.
* Ability to effectively and accurately convey information to others.
* Performs related duties as assigned by management.
** Qualifications and Education Requirements
*** High school diploma or equivalent, required.
* Bachelor’s degree, preferred.
* 2-4 years relevant experience.
* Experience in the mortgage industry, preferred.
** Skills, Abilities, and Knowledge
*** 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.
* Possesses a strong orientation towards client interaction and a high level of client service professionalism.
* 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 the Company’s financial 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.
** Work Environment and

Physical Requirements
*** Working on-site at assigned office location.
* Regular and punctual attendance adhering to schedule established by leadership.
* Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
* Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
* Sedentary work in a stationary position at a cubicle for prolonged periods of time.
* Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
* Constantly communicating effectively verbally in English, including…