IS Support Consultant I
IS Support Consultant I
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Salary Not Disclosed
1 Vacancy
Job Description
Are you passionate about delivering outstanding support and making sure teams have the tools they need to excel Were looking for a detail-driven collaborator to help manage system access support essential applications and keep operations running smoothly across the company. If you enjoy tackling challenges creating helpful resources and working with diverse teams to drive success this could be the perfect opportunity for you!
SUMMARY: This position will be responsible for setting up employees and branched for setup changes and termination on top of providing system access for appropriate platforms. They will also provide support and conduct access review for all supported systems. They will also work on projects as assigned and provide job aides and training opportunities to support employees as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide support for major applications at Waterstone Mortgage for Corporate and Branch Employees via phone company instant messaging service email and service management ticketing system
- Ability to support various applications
- Administer login credentials for corporate and branch applications supported by Waterstone
- Perform audits on required applications
- Ability to work independently on tasks but also work in a team environment to collaborate
- Provide support for the creation and teardown of new Loan Programs and DPA Grants and MCCs for Bond products.
- Provide on-boarding support including user setups job changes and terminations for those applications supported in position (Job termination within 1 hour a must)
- Escalate ticket requests that require guidance as needed.
- Create Job Aids as needed for the support of applications.
- Ability to quickly assimilate oral and written data to analyze facts and draw logical conclusions
- Ability to perform project tasks in between working on tickets
- Perform other duties as assigned
ADDITIONAL DUTIES:
- Assist in creating a knowledgebase of articles to be used in Ticketing System
- Participate in project meetings pertaining to process improvement for IS department or external department
- Document new support processes and make sure documentation for applications support is up to date regularly
- Identify potential training opportunities based on subject of frequent ticket submission
QUALIFICATIONS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: Prefer a minimum of 3 years in customer service/ support. High School Degree required. Bachelors degree preferred.
COMPUTER SKILLS: Advanced knowledge of related computer applications such as Microsoft Office. Previous working experience/knowledge of a support ticketing system (ServiceNow) a plus but not required.
Individuals in this position shall not engage in loan origination during the course of his/her employment with WMC. Loan origination is defined as (1) taking a residential mortgage loan application; or (2) offering or negotiating terms of a residential mortgage loan for compensation or gain; (3) advertising or communicating to the public that you can perform loan origination services. Please see the Loan Originator Compensation Policy for more details on the definition of loan origination.
Required Experience:
Contract
Employment Type
Full-Time
