Junior System Administrator (Consumer Direct Platforms)

Mutual of Omaha Mortgage•, (Multiple States)

2d•Remote

About The Position

We are seeking a technically capable Junior System Administrator to support the administration, maintenance, and optimization of our Consumer Direct platforms. This role will focus on system access management, incident response, platform troubleshooting, lead management optimizations, and operational support across key systems including Relcu, Five9, and Botsplash. This position requires hands-on experience with CRM & contact center platforms—preferably within the mortgage industry—and a strong foundation in SaaS environments, user provisioning, and system workflows. The ideal candidate is highly detail-oriented, analytical, and comfortable working in a fast-paced production environment.

Requirements

Minimum 1 year of hands-on CRM administration experience within the mortgage industry
Working knowledge of SaaS application administration, including user management, workflow configurations, and permission structures
Experience with ticketing systems (e.g., Jira, ServiceDesk) or similar project management tools.
Strong troubleshooting skills with the ability to diagnose system, user, telephony, and data-related issues
Basic understanding of system integrations, APIs, and data synchronization between platforms
Proficiency in Microsoft Excel or similar tools for reporting and data analysis
Strong organizational skills with the ability to manage multiple concurrent tasks and priorities

Nice To Haves

1 year of experience with Relcu, Five9, and Botsplash platforms
Experience with SQL, reporting tools, or data visualization platforms (Power BI, Tableau, Metabase)
1 year of previous mortgage experience, preferably in Sales Operations, Technical Support, or Marketing support.

Responsibilities

Administer and support critical SaaS platforms (Relcu, Five9, and Botsplash), ensuring system availability, performance, and reliability
Manage end-to-end user lifecycle processes including provisioning, deprovisioning, role-based access control (RBAC), and permission auditing
Monitor and triage incoming support tickets; perform root cause analysis and resolve Tier 1/Tier 2 system issues
Troubleshoot platform-level issues including user access errors, data inconsistencies, workflow failures, and integration issues.
Escalate and coordinate resolution of critical incidents with internal leadership, including the VP of Consumer Direct Platforms, VP of Sales Technology, EVP of Strategy, and external vendors if necessary
Assist in maintaining system integrations and data flow between CRM and communication platforms
Generate and analyze operational reports related to system usage, user activity, and performance metrics
Collaborate with division leaders and stakeholders to support system enhancements, deployments, and platform-related initiatives
Maintain system documentation including standard operating procedures (SOPs), configuration changes, and Wrike Tasks.
Support audit and compliance efforts by ensuring proper access controls and data integrity across systems

Benefits

Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.
Paid Sick Time — 40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed.
9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)
Multiple PPO Medical Plans, as well as HDHP eligible plan.
Dental Coverage
Vision Coverage
Company Paid Life Insurance
401K with a generous employer match
Additional Benefits including – Optional Life, FSA, Pet Insurance etc.
Free Legal Services
Employee Loan Program