Systems Analyst

Anza Mortgage Insurance Corporation•Wilmington, NC

86d

About The Position

Anza runs a mortgage-insurance platform used by lenders, servicers, and internal underwriting staff. The Systems Analyst is the first point of contact for production issues reported by external customers and internal users. The role investigates reports using production logs, dashboards, and data, provides clear answers, resolves known issues, and escalates unresolved issues with supporting evidence. As platform knowledge grows, the analyst is expected to resolve more issues independently and write runbooks that help others do the same. The analyst works across a Java backend, a React web portal suite, and an AWS environment instrumented with Datadog. Prior experience with these technologies is not required; curiosity, methodical investigation, clear writing, and an interest in understanding failures are emphasized. The role also supports incident response, customer communications, defect reporting, and ongoing improvements to troubleshooting documentation and product reliability.

Requirements

Bachelor's degree.
Experience in technical support, service desk, QA, systems analysis, or a similar role, or equivalent hands-on experience diagnosing problems in a technical environment.
Basic SQL skills, including writing SELECT queries with a JOIN and date filter against a relational database.
Comfort reading logs and error messages and distinguishing relevant information from noise.
Working understanding of how web applications and APIs fit together, including browsers, requests, servers, databases, status codes, and JSON payloads.
Basic familiarity with browser developer tools, including the network tab and console.
Clear written English and the ability to explain technical problems succinctly to non-technical people; the posting identifies this as the single most important skill.
Methodical, evidence-led approach, including checking facts before reaching conclusions and communicating uncertainty rather than guessing.
Curiosity, follow-through, and interest in understanding why issues occur.
Care and discretion when handling production and customer data in a regulated environment.

Nice To Haves

Experience with an observability or log platform such as Datadog, Splunk, ELK/OpenSearch, Grafana, New Relic, or CloudWatch.
Exposure to Java or experience reading stack traces and identifying roughly where a failure occurred.
Exposure to JavaScript/TypeScript or React, sufficient to read a component and reason about a broken page.
AWS familiarity, including CloudWatch, RDS, S3, SQS, or Lambda; Kubernetes awareness is a bonus.
Experience using an API client such as Postman or curl to reproduce a failing request.
Experience supporting a B2B product with external technical customers.
Experience troubleshooting login and access issues involving SSO, OAuth/OIDC, JWTs, API keys, or permissions.
Familiarity with message queues or asynchronous processing, including retries and dead-letter queues.
Experience supporting file-based processing such as SFTP/S3 feeds, batch jobs, or per-record rejections.
Familiarity with workflow or BPM engines such as Camunda or Temporal, especially diagnosing stuck processes.
Experience with support tools such as Jira, Jira Service Management, Zendesk, Freshdesk, or PagerDuty, and with SLAs or knowledge bases.
Scripting experience in Python, Bash, or SQL automation.
Experience in a regulated, transaction-heavy industry such as financial services, payments, lending, insurance, healthcare, or logistics; mortgage or mortgage-insurance exposure is a bonus.
Experience working in a regulated environment such as SOC 2, NYDFS, or PCI-DSS and understanding access controls.
A degree in a technical field or a support/IT certification; neither is required, and practical experience counts equally.

Responsibilities

Take first response on production issues reported by customers, partners, and internal users, and own tickets through closure.
Triage issues by impact and urgency, and route or escalate issues that cannot be resolved, including investigation findings and evidence.
Investigate issues before escalating by reproducing them where possible, checking logs and dashboards, consulting runbooks, and determining whether they involve a defect, data problem, environment issue, or expected system behavior.
Search application logs and Datadog dashboards, follow failing requests through the system, and use browser developer tools to distinguish front-end issues from back-end issues.
Run SQL queries with production read access to verify recorded data and investigate the state of stuck orders or workflows.
Write clear, accurate, customer-facing responses with next steps or workarounds, tailored to technical partners or internal underwriters as appropriate.
Keep customers and internal stakeholders updated on open issues.
Submit defect reports with reproduction steps, environment details, affected IDs, log links, and expected-versus-actual behavior.
Document investigation findings as runbooks or known-issue entries when they are not already documented.
Identify recurring problems and provide evidence so engineering can address underlying causes.
Review release notes before deployments and prepare for questions related to changes.
Support incident response through investigation and communication, and participate in post-incident reviews.