Systems Analyst II

The Systems Analyst II is responsible, under intermittent supervision, for providing system support, user administration, and configuration of Production Operations and Sales systems. This role is responsible, under general supervision, for providing basic system support, user administration, and assisting with configuration of Production Operations/Retail Sales systems, including Loan Origination Software and vendor applications, with increased autonomy and involvement in process improvement and system enhancement initiatives.

• Develop policies and procedures related to configuration settings for Production Operations Systems and Sales systems and reporting on Loan Origination Systems.
• Respond to Operations/Sales Escalations desk tickets and escalate as needed.
• Resolve issues escalated by junior teammates.
• Partner with Business Analysts and Product Owners to define system requirements.
• Troubleshoot and resolve user interface issues.
• Escalate system outage and bugs to Operations/Sales training and communication teams to ensure the field is notified in a timely manner.
• Implement user acceptance testing strategies.
• Perform Post-Production Validation as needed.
• Support process improvements using Automation and Lean concepts.
• Provide feedback to the Training teams on potential training opportunities and assist in developing training materials.
• Test reported defects to validate and confirm system issues and provide feedback to Business Analysts to ensure accurate representation for defect documentation and resolution.
• Perform other duties as assigned.

• Bachelor's Degree directly related to the position or equivalent, preferred.
• Bachelor's Degree in computer, business or related field.
• Minimum three years' experience in mortgage industry, preferably with origination.
• Ability to organize and manage multiple priorities simultaneously.
• Ability to work well independently or within a team.
• Accurate data entry.
• Strong interpersonal and customer service skills.
• Excellent interpersonal communication skills required.
• Knowledge of software testing procedures, user scenarios, and bug reporting/validation.
• Good understanding of technical equipment and software packages.
• Understanding of how systems and processes work to support internal and external customers.
• Knowledge of Microsoft Office 365 tools, SharePoint administration and working with advanced functionality with Microsoft Excel (e.g. VLOOKUP, Pivot Table, Arrays) preferred.
• Experience with usability and/or training on human computer interactions and workflow best practices, preferred.
• Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
• Excellent verbal and communication skills required.
• Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams.
• Ethical, with a commitment to company values.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values.
• Customer Service - Proactive attention to each person.
• Integrity - Do and say what's right.
• Respect - Treat others with dignity.
• Collaboration - Listen and work together.
• Learning - Seek knowledge and strive for improvement.
• Excellence – Deliver the unexpected.

• →Work is primarily sedentary; mobility in an office setting.
• →Ability to operate standard office equipment and keyboards.
• →Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
• →Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
• →Travel 5% or less.
• →Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
• →Work is primarily performed during the business week, Monday - Friday; occasional night or weekend may be necessary.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: SYSTE018591