Systems Analyst

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

About the role

The Systems Analyst plays an important role in the organization by supporting the Retail Operations/Sales Division. This role is responsible, under close supervision, for providing basic system support, user administration, and assisting with configuration of Production Operations/Retail Sales systems, including Loan Origination Software and vendor applications.

Responsibilities

• Assist with configuration settings for workflow and reporting on Loan Origination Systems and Sales systems.
• Respond to Operations/Sales Escalations desk tickets ensuring proper SLAs on ticket resolution and escalate as needed.
• Test reported defects and provide feedback to senior analysts to ensure accurate representation for defect documentation and resolution.
• Troubleshoot basic user interface issues.
• Support communication of system outages and bugs.
• Assist in developing training materials.
• Perform quality control checks on operational details.
• Collect user suggestions and relay validated suggestions to senior analysts.
• Participate in user acceptance testing and Post-Production Validation as needed.
• Support process improvements using Automation and Lean concepts.
• Perform other duties, as assigned.

Requirements

• Associate's degree directly related to the position or equivalent, preferred in computer, business or related field.
• Minimum one year experience in Agile/scrum and SDLC awareness.
• Knowledge of system requirement documentation, software testing procedures, user scenarios, and bug reporting/validation.
• Good understanding of Agile and SDLC methodologies and software packages related to project tracking and management (JIRA, Workfront, ClickUp), preferred.
• Experience with usability and/or training on human computer interactions and workflow best practices, preferred.
• Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams.
• Basic knowledge of mortgage industry.
• Familiarity with software testing and bug reporting.
• Strong desire to learn systems and processes.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values:
  • Customer Service - Proactive attention to each person.
  • Integrity - Do and say what's right.
  • Respect - Treat others with dignity.
  • Collaboration - Listen and work together.
  • Learning - Seek knowledge and strive for improvement.
  • Excellence - Deliver the unexpected.
• Work is primarily sedentary; mobility in an office setting.
• Frequent use of computer keyboard and mouse.
• Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
• Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Office environment - moderate noise, no substantial exposure to adverse environmental conditions.
• Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
• This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
• Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
• Work is primarily performed during the business week, Monday - Friday.

Pay

This role is an exempt position with a targeted salary range of $56,900 to $85,349 annually. Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Benefits

• Medical, dental, vision, life insurance, AD&D, LTD
• 401(k) with employer match