Product Support Analyst - Centricity - Remote US

About the role

SitusAMC is where the best and most passionate people come to transform our client’s businesses and their own careers. This position acts as a liaison between SitusAMC and our clients to facilitate the delivery and implementation of Inhouse software and configuration into client production environments. The role involves receiving, validating, and routing software defects internally for resolution, as well as providing training to both clients and internal team members. In normal times, this position travels nationally to support client installations.

Responsibilities

• Provide day-to-day support to promote client adoption after go-live, reinforcing standard usage and addressing routine client questions.
• Support production usage by receiving client issues, performing initial triage, and documenting and validating details required for follow-up.
• Route production issues and requests to appropriate internal resources, including software development, product, implementation, infrastructure, and other internal teams, and track updates through resolution.
• Support client-paid UAT/QA testing engagements by executing test cases, validating functionality, documenting results, logging defects, and supporting retesting activities.
• Assist with release validation, regression testing, configuration validation, workflow testing, integration/file testing, and production readiness activities as assigned.
• Deliver Client Admin, end-user, and internal training sessions and/or training support as assigned.
• Build and maintain working knowledge of SitusAMC software functionality, relevant industry concepts, and client workflows to support effective guidance and issue resolution.
• Use discretion and independent judgment to address moderately complex production support and testing matters within established guidelines and escalation paths.

Requirements

• Minimum of 1-2 years of Secondary Marketing, Mortgage Lending, Mortgage Technology, Loan Trading, Capital Markets Operations, or related industry experience.
• Minimum of six months in a production support, software support, implementation, operations, or other client-facing support role.
• Experience supporting software implementations, client-facing production support, application configuration, UAT/QA testing, or post-go-live support activities.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency with Microsoft Office products, including Outlook, Word, Excel, Teams, and PowerPoint.
• Effective written and verbal communication skills, with strong analytical skills and sound judgment to resolve moderately complex issues within established processes.

Pay

The annual full-time base salary range for this role is $55,000.00 - $75,000.00. Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location, and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility, and SitusAMC Senior Management approval.

Benefits

• Paid time off (PTO) and paid holidays, as set forth in program policies.
• Eligibility to participate in various benefit plans, including medical, dental, vision, life, and disability insurance.
• 401K retirement plan participation, in accordance with the terms of the applicable plans.