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.
 

Primary Function

The Business Applications Support III will work closely with end users, internal teams; and external vendors to identify and document application issues as well as troubleshoot and resolve issues where possible. Troubleshooting will include data analysis to assess issue scope and probable root cause. The Applications Support Analyst will need to learn and understand the technical complexities of the organization’s core applications, apply their knowledge to support situations, and directly engage with senior technical resources to resolve highly complex issues. Innovative thinking and a keen understanding of business and user experience requirements will be essential to achieving success in this role.

Principal Duties

Routine tasks assigned to Business Application Support III will require thoroughness, timeliness, and attention to detail. Assigned tickets are required to be managed and closed in accordance with Service Level Agreements (SLAs). Perform analysis, diagnosis of LOS and applications related problems. Analyst will provide resolution when possible or escalation when required. Routinely assigned tasks may include (but are not limited to): Application support incidents; requests for user access provisioning/deprovisioning; requests for application configuration changes; application enhancement requestsDevelops processes and procedures for day-to-day tasks and activitiesCompletes evaluations to determine areas for improvementLeads implementations of complex projects that require SME level expertise in multiple areasWorks with cross functional teamsFollow all security guidelines and comply with all components of our privacy and security policies. Maintain up-to-date knowledge of business continuity and disaster recovery plans to ensure correct response in time of crisis. Accurately document all incidents and request in the incident management system.  All quality and regulatory procedures and documentation requirements must be followed. Build rapport and elicit problem details from internal and external customers. Prioritize and schedule workload to reduce resolution time for issue or requests. Record, track, and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.  Serve as subject matter expert regarding New Co’s policies, procedures, products, promotions, and technology.Independently executes complex tasks as assigned, maintains and reports outcomes to ensure outcome visibilityPerforms complex functions and tasks that require in depth knowledge of one or more areas of responsibilityServes as functional expert of systems, applications or tools used by team provide customer deliverables

Education and Experience Requirements  

Associate degree or bachelor’s degree strongly preferred5+ years of experience in mortgage industry or5+ years of experience in ITSMExperience with Windows 10, Office 365, and ITSM Ticketing Systems

Knowledge, Skill, and Ability Requirements  

Strong verbal and written communicationLeadershipMultitaskingEmpathyExceptional customer serviceProblem solvingDiagnosticsCritical thinking Team orientedAbility to effectively prioritize and execute tasks in a high-pressure environment

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

 

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.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

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

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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