Product Support Analyst - Centricity - Remote US

SitusAMC

4d•$55,000 - $75,000•Remote

About The Position

The professional in this position is as a liaison between SitusAMC and our clients to facilitate the delivery and implementation of Inhouse software and configuration into client production environments. This position receives, validates, and routes software defects internally for resolution. This position will also provide training to both clients and internal team members. In normal times this position travels nationally to support client installations.

Requirements

Minimum of 1-2 years of Secondary Marketing, Mortgage Lending, Mortgage Technology, Loan Trading, Capital Markets Operations, or related industry experience.
Minimum of six months in a production support, software support, implementation, operations, or other client-facing support role.
Experience supporting software implementations, client-facing production support, application configuration, UAT/QA testing, or post-go-live support activities.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Proficiency with Microsoft Office products, including Outlook, Word, Excel, Teams, and PowerPoint.
Effective written and verbal communication skills, with strong analytical skills and sound judgment to resolve moderately complex issues within established processes.

Responsibilities

Provide day-to-day support to promote client adoption after go-live, reinforcing standard usage and addressing routine client questions.
Support production usage by receiving client issues, performing initial triage, and documenting and validating details required for follow-up.
Route production issues and requests to appropriate internal resources, including software development, product, implementation, infrastructure, and other internal teams, and track updates through resolution.
Support client-paid UAT/QA testing engagements by executing test cases, validating functionality, documenting results, logging defects, and supporting retesting activities.
Assist with release validation, regression testing, configuration validation, workflow testing, integration/file testing, and production readiness activities as assigned.
Deliver Client Admin, end-user, and internal training sessions and/or training support as assigned.
Build and maintain working knowledge of SitusAMC software functionality, relevant industry concepts, and client workflows to support effective guidance and issue resolution.
Use discretion and independent judgment to address moderately complex production support and testing matters within established guidelines and escalation paths.