14 Apr
Application Support
Vacancy expired!
Description Product Knowledge
- Participate in product meetings to: understand changes to products in scope and corresponding business workflows/guidelines as well as:
- Identify and discuss potential gaps in product changes (negative impact to user workflows, business rule adherence, etc.)
- Understand LOS, Document Management, and other business application technologies.
- Keep up with changes to the environment.
- Comply with all established IT support Service Level Agreements (SLAs) and ticket response guidelines.
- Provide and present accurate, timely, and detail oriented resolution on all supported issues.
- Follow up on all calls in a timely and detail oriented manner.
- Escalate ticket per department procedures.
- Resolve and complete all assigned tickets in an efficient and accurate manner.
- Appropriately logging all ticket activity in the ticketing system, per established guidelines.
- Document Knowledge Articles, according to established guidelines.
- Relay product knowledge to IT Business Applications Support Team, including:
- Creating and updating product documentation with respect to Support (Knowledge Articles, Admin Runbooks, etc.)
- Discussing with and training the IT Business Applications Support team on product and procedure changes.
- Exceptional knowledge of mortgage banking process and tools.
- Deep-seated LOS business knowledge.
- Extensive experience in working on tickets from a ticketing system.
- Working knowledge of a wide range of LOS technologies, including Ellie Mae Encompass and Xerox BlitzDocs
- Excellent analytic skills, attention to detail, and ability to work within time constraints.
- Excellent level of interpersonal skills to work effectively with others.
- Excellent level of oral and written communication skills.Ability to communicate across a variety of audiences.
- Excellent level of computer skills and the ability to function in a windows environment utilizing Outlook, Word, and Excel.
- Detail oriented and effective interpersonal skills.Solid decision making skills with display of professionalism in maintaining confidentiality.
- Ability to rapidly acquire detailed knowledge of departmental policies, practices, and procedures.
- Strong time management skills, fast learner, self-motivated, and comfortable taking initiative and handling multiple projects simultaneously.
- Committed to taking responsibility and ownership for agreed actions and delivery.
Vacancy expired!