Remote - Lead Support Analyst

Company SummaryJoin a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for seven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.Job SummaryCome join our team as a Lead Production Support Analyst. Working remotely, the Lead Production Support Analyst acts as the team's resource and subject matter expert in a software delivery environment and is responsible for providing user and integrations support in a production environment. Integrations support includes change management, scheduling, and report distribution.Essential Functions

• Handles escalated issues on Scheduling, Change Management, Automation, and Report Archive
• Troubleshoots and guides other team members on wide variety of complex problems related to integrations and/or other current customer facing platforms; and identifies solutions within broad application and functional expertise
• Primary liaison between Development Production Support team and customers or other stakeholders
• Analyzes and prioritizes resolution solutions for the team by reviewing workflow and assigning tasks
• Required to perform duties outside of normal work hours based on business needs

• Demonstrated leadership, organizational and problem-solving skills
• Working knowledge of agile methodologies
• The ability to thrive in a fast-paced, intellectually demanding and service-oriented environment
• Comfort with ambiguity as this role will evolve based on business strategy, priorities, and development of new initiatives
• A strong track record of critical thinking, performing comprehensive analyses independently, and communicating recommendations in a clear and concise way to senior stakeholders
• Proficiency with MS Teams and Office products (Word, Excel, Outlook, Visio)
• Knowledge of supported Production Support software, environments and methodology
• Ability to coordinate and adjust schedule requirements
• Excellent written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers
• Ability to organize multiple tasks simultaneously and streamline workflow management
• Proficiency with a particular supported production software and the ability to provide assistance with other supported software
• Exercises confidence, sound judgment and independent decision making skills
• Ability to understand and execute policy and procedures
• Emerging leader skills
• Establishes effective working relationships at the work group level
• Drives enhancements to department processes and procedures through regular recommendations
• A demonstrated and focused desire to build products and services that customers will love
• The capacity for self-motivation, independent initiative and creative problem-solving
• Proven ability to meet deadlines and drive results while juggling many priorities and under tight timeframes

• Bachelor's degree or equivalent combination of education and experience

• 5+ years of directly related experience and demonstrated leadership experience