Application Support Analyst

Lake Michigan Credit Union-posted about 2 months ago
Full-time • Mid Level
Hybrid • Grand Rapids, MI
1,001-5,000 employees
Credit Intermediation and Related Activities
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LMCU is looking for an IS Application Support Analyst who will be responsible for supporting the residential Mortgage Lending systems for the credit union. As part of our dynamic team, you will play a crucial role in ensuring the smooth operation of our processes by providing technical support, troubleshooting issues, and implementing enhancements to optimize system performance.

  • Provide frontline technical support for users of the residential Mortgage Lending systems, addressing inquiries, resolving issues, and guiding users through troubleshooting steps.
  • Collaborate with cross-functional teams including key stakeholders and IS professionals to understand user requirements, identify system issues, and implement effective solutions.
  • Perform system maintenance tasks, including software updates and configuration changes to ensure the stability and reliability.
  • Develop and maintain documentation, including user guides, troubleshooting procedures, system configurations, and workflows to facilitate knowledge sharing and training for end-users.
  • Monitor system performance metrics, analyze trends, and proactively identify areas for improvement or optimization to enhance system efficiency and effectiveness.
  • Coordinate with vendors and third-party service providers to escalate and resolve complex technical issues, manage service agreements, and implement system integrations or upgrades.
  • Participate in testing activities, including user acceptance testing (UAT,) to validate changes or enhancements.
  • Stay informed about industry trends, best practices, and emerging technologies related to Mortgage Origination systems, and make recommendations for continuous improvement and innovation.
  • Ensure compliance with agency and regulatory guidelines.
  • 3+ years of related experience with proven experience in administration and support of residential Mortgage Lending systems.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proficiency in SQL and scripting languages is a plus (e.g. Python, PowerShell).
  • Familiarity with residential Mortgage Origination and Servicing processes.
  • Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues and implement effective solutions.
  • Effective communication skills, with the ability to interact professionally with stakeholders at all levels and convey technical information to non-technical audiences.
  • Ability to work independently with minimal supervision and collaborate effectively within a team-oriented environment.
  • Experience with Agile methodologies, including participating in Scrum meetings, sprint planning, and retrospective sessions to ensure continuous improvement and delivery of high-quality solutions.
  • All Employees: weekly pay and retirement savings options.
  • Full Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
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