Systems Support Analyst II

Newrez LLC•Coppell, TX

2d•Onsite

About The Position

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.

Requirements

High school diploma or equivalent, required.
2-4 years relevant experience.
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.
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 accurately exchanging information with others following identification of correct procedures.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator.
Employment will be contingent on this requirement.

Nice To Haves

Bachelor’s degree, preferred.
Experience in the mortgage industry, preferred.

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.

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