Application Support Analyst

We are at the forefront of change in this rapidly evolving lending market. mello™, the Greek word for “future,” was the product of a recent $80+ million dollar investment in research & development to transform & streamline the home buying process into a digital experience like no other competitor offers. But mello™ is just the beginning… loanDepot will continue to invest in developing our own advanced technology ecosystem built around serving our customers & enabling our valued employees to provide exceptional service. We have funding, we have opportunities, you have ideas—it’s a perfect match. Come join us!

loanDepot — We are America’s Lender.

Position Summary:
At loanDepot, our Application Support Analyst is primarily responsible for supporting multiple high availability business applications, and highly demanding business units. You will work under immediate supervision and reports to a Team Lead and Manager. Some responsibilities include but are not limited to troubleshooting complex issues, managing critical incidents, problem analysis, maintaining knowledge base/documentation, standardizing and performing automated daily tasks, application account administration, Vendor and Investor user administration.

Responsibilities:
Manage application incident support queues for incident resolution, within defined SLAs

Perform analysis and troubleshooting for reported incidents prior to escalation to development or other IT resources

Communicate with stakeholders and users the status of current requests or incidents

Provide full operations support; identifies recurring issues and provides solution options to Level I, II, and III support teams.

Manage branch/user account activations, setup, and deactivation for all channels within loanDepot Enterprise.

Collaborate with Information Security to address and remediate any security concerns raised with user accounts in supported systems.

Review and update application support documentation for frequent support issues and resolutions

Work with third-party vendors to create/modify/deactivate user accounts

Special projects and tasks assigned by management/team lead

Requirements:
Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities

Exceptional customer service, interpersonal, written and verbal communication skills

Basic mortgage industry and/or financial institution experience. Fintech preferred

Experience with the following technologies is preferred:
Basic SQL scripting and project management.

SharePoint on Prem and Cloud experience

Microsoft Office 365 (bonus – Visio, Project)

ServiceNOW API scripting for automation

VoIP – Interaction Desktop and/or Cisco

Active Directory – Users and Computers

Explorer Analytics – Complex report building

Experience with working with Black Knight LoanSphere LOS (Empower)

Why work for #teamloanDepot:
Aggressive earning potential and 401K with robust company match

Inclusive, diverse and collaborative culture where people from all backgrounds can thrive

Work with other passionate, purposeful and customer-centric people

Extensive internal growth and professional development opportunities including tuition reimbursement

Comprehensive benefits package including Medical/Dental/Vision

Wellness program to support both mental and physical health

Generous paid time off for both exempt and non-exempt positions

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.