Systems Support Analyst

Job Description

Job Description

Description

Verus Mortgage Capital is seeking a flexible, motivated Systems Support Analyst who enjoys new challenges and thrives in a fast-paced development environment.  As we expand our technology capabilities, we are seeking an associate to take on the primary role of ensuring access and stability for our suite of internal and external business applications. This role offers an opportunity to grow and expand your abilities to adopt increasing responsibilities and increase your impact on the company. 

As an Systems Support Analyst, you will provide troubleshooting and escalation of issues.

Success in this role will require the candidate to be able to listen to business needs, promptly prioritize and respond to requests, and collaborate to deliver solutions. Associates must be able to effectively work in both remote and in-office environments. Candidates must possess the interpersonal skills to facilitate a cohesive work relationship with both internal and external partners at various levels.  The ability to work and thrive both independently and collaboratively within an entrepreneurial small-team environment is a must.
Responsibilities and Duties:

• Provide application configuration and support for internal system users. 
• Troubleshoot issues and communicate with users and support team through resolution.
• Monitor application health and performance. Proactively escalate issues and potential issues to minimize disruption to users. 
• Work within different Databases for each supported application.
• Prioritize and balance tasks across multiple applications.
• Create knowledge base documentation for End User Support.
• Participate in the documentation of business requirements, communication of issues and potential solutions to software vendors, in coordination with Product Owners.
• Interact effectively with both technical and non-technical users.

Education and Experience:

• Bachelor’s Degree or 5 + years of relevant experience.  
• High school diploma or equivalent required.  
• 2 - 4 years of experience supporting Mortgage Origination and Acquisition systems OR 2 - 4 years of experience in the Mortgage Industry.
• 1 – 2 years of experience in multiple areas of information technology required including computer programming, or management information systems.
• Experience with ITIL and best practices.
• Ability to work collaboratively in a team environment and to manage multiple time-sensitive responsibilities and requests with minimal supervision. 
• Excellent written and verbal communication skills. Must be able to collaborate with all users across the Enterprise and render clearly written, accurate instructions. 
• Complex problem-solving capabilities. Robust critical and analytical thinking skills with strong attention to detail. Ability to exercise independent judgment in interpreting issues and identifying solutions.
• Proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint), Adobe
• Intermediate to advanced experience with using Microsoft Excel formulas, functions and pivot tables and VLOOKUP’s. SharePoint experience a plus.

Preferred:

• Knowledge of or experience with ticket-tracking collaboration software (such as ServiceNow, Jira or similar).
• Understanding mortgage banking and securitization practices and/or data is a strong plus.
• Ability to understand systems and become a subject matter expert of applications.
• Experience with relational databases (e.g. SQL Server, including use of T-SQL) , including writing ad-hoc queries and building out custom reporting in SQL.  Proven proficiency and comfort with coding in various languages (e.g. most commonly: SQL, and VBA.  Knowledge of other programming languages is a plus.)

Key Competencies: 

• Application Support & Troubleshooting: Provides technical support, resolves application issues, and ensures the stability and performance of mortgage origination and acquisition systems. 
• Technical & Systems Expertise: Demonstrates strong understanding of mortgage technology platforms, databases, SQL, and business applications to support users and system functionality. 
• Analytical Problem Solving: Diagnoses complex technical issues, identifies root causes, and develops effective solutions that minimize business disruption. 
• Stakeholder Communication & Customer Support: Delivers responsive professional support while effectively communicating with both technical and non-technical users across the organization. 
• Organization & Prioritization: Successfully manages multiple applications, support requests, and competing priorities in a fast-paced environment. 
• Continuous Improvement & Documentation: Develops knowledge base documentation, supports business requirements, and identifies opportunities to improve application performance and user experience. 

How This Role Demonstrates Our Values: 

• Integrity: Delivers reliable application support while maintaining data accuracy, system integrity, and adherence to established IT and business processes. 
• Collaboration: Works closely with Product Owners, business users, IT teams, vendors, and external partners to resolve issues and deliver effective technology solutions.
• Excellence: Provides high-quality technical support, maintains application stability, and contributes to efficient mortgage operations. 
• Critical Curiosity: Continuously expands technical expertise, investigates system issues, and identifies opportunities to improve applications, processes, and user experience.

Benefits

• Competitive compensation package, including base salary and performance-based bonus opportunities
• 401(k) plan with 100% company match up to 4%
• Comprehensive health coverage: medical, dental, vision, HSA, and FSA options
• Generous paid time off: 20 days PTO, company holidays, and sick time
• Paid parental leave
• Company-paid life insurance and disability coverage
• Employee Assistance Program (EAP): mental health, financial, and wellness support
• Professional development: tuition reimbursement and growth opportunities
• Commuter and transit benefits

Successful applicants will exemplify strong ethics, integrity, respect for others, accountability for decisions and actions, and good citizenship.

Maintaining a reliable, uninterrupted high speed internet connection is a requirement of hybrid or remote positions.

All job duties and responsibilities must be performed within the guidelines of the Verus Residential Mortgage Employee Handbook and established company policies and procedures. It is the responsibility of each employee to maintain confidentiality of the company, its clients and to follow applicable laws and regulations in the performance of duties.

Verus Mortgage Capital is an equal opportunity employer. All qualified applicants are welcomed to apply and will receive consideration for employment without unlawful discrimination because of a person’s race, religious creed, color, national origin, citizenship status, ancestry, marital status, sex, age, or sexual orientation, or because of a person’s disability or medical condition.