Newrez LLC

Systems Support Analyst II

Newrez LLC

full-time

Posted on:

Location Type: Office

Location: Fort Washington • Pennsylvania • Washington • United States

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About the role

  • 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.

Requirements

  • High school diploma or equivalent, required.
  • Bachelor’s degree, preferred.
  • 2-4 years relevant experience.
  • Experience in the mortgage industry, preferred.
  • 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.
Benefits
  • Medical, dental, and vision insurance
  • Health Savings Account with employer contribution
  • 401(k) Retirement plan with employer match
  • Paid Maternity Leave/Parental Bonding Leave
  • Pet insurance
  • Adoption Assistance
  • Tuition reimbursement
  • Employee Loan Program
  • The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
  • Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
  • 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
  • Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
  • Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
system accesstechnical expertisediagnosticsprocess improvementproblem resolutiontechnical supportIT infrastructureclient serviceknowledge transferapplication support
Soft Skills
client interactioncommunicationteam collaborationproblem-solvingadaptabilityprofessionalismindependenceorganizational skillsguidanceprioritization