Associate System Analyst

Location: Open to candidates local to Merrifield, VA or Pensacola, FL (Hybrid)

About the role

The System Analyst supports Real Estate Lending (REL) technology operations by providing application support, managing incidents, coordinating with business units, and driving system improvements. This role serves as a key liaison between the Service Desk, engineering teams, vendors, and business stakeholders. The objective is to ensure system stability, effective communication, and successful delivery of enhancements, advisories, and releases.

Responsibilities

• Provide Level 1 and Level 2 support for REL applications including ICE Mortgage Technology, MSP, Passport, Loan Boarding platforms, Empower, HomeSquad, and OnBase.
• Monitor and manage ServiceNow queues, triaging incidents, service requests, degradations, outages, and access issues.
• Lead investigation and resolution of escalated issues impacting business units and members.
• Draft and distribute system advisories, maintenance notifications, enhancements, and outage communications to business units.
• Gather and document business and technical requirements for system enhancements and fixes.
• Perform root cause analysis for major incidents and defects, providing actionable recommendations.
• Develop and execute test cases for system enhancements, defect fixes, and new implementations.
• Participate in cross-functional initiatives related to new systems, migrations, and enhancements.
• Maintain documentation for processes, workflows, advisories, and reports.
• Track and report on key metrics such as ticket trends, incident volumes, and system performance.

Requirements

• A minimum of 1 year of experience supporting and troubleshooting enterprise applications.
• Advanced knowledge of Real Estate Lending systems and processes.

Skills

• Proficiency in Microsoft Office, SQL, and Azure environments.
• Experience with ServiceNow and software testing methodologies.
• Strong analytical, research, and problem-solving abilities with attention to detail.
• Strong verbal and written communication skills, with the ability to translate technical concepts to business users.
• Ability to manage multiple priorities in a fast-paced environment.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources, and a certified Career Coach.