Application Support Analyst II

1 day ago

Grand Rapids, United States Lake Michigan Credit Union Full time
Job Summary:

The IS Application Support Analyst will be responsible for supporting the Black Knight/Dark Matter Empower Origination System for the credit union. As part of our dynamic team, you will play a crucial role in ensuring the smooth operation of our mortgage origination processes by providing technical support, troubleshooting issues, and implementing enhancements to optimize system performance.

Responsibilities:
  • Provide frontline technical support for users of the Black Knight/Dark Matter Empower Origination System, 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 of the Empower origination platform.
  • Develop and maintain documentation, including user guides, troubleshooting procedures, and system configurations, 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 the efficiency and effectiveness of the Empower origination system.
  • 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) and system integration testing (SIT), to validate changes or enhancements to the Empower origination system.
  • Stay informed about industry trends, best practices, and emerging technologies related to mortgage origination systems, and make recommendations for continuous improvement and innovation.
Preferred Education and Experience:
  • 3+ years of similar or related experience with proven experience in supporting the Black Knight/Dark Matter Empower Origination System.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Strong technical proficiency in SQL, PL/SQL, and scripting languages (e.g., Python, PowerShell).
  • Familiarity with the complete mortgage origination processes. This would include the complete application life cycle.
  • 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 ITIL or other IT service management frameworks is a plus.
  • Black Knight/Dark Matter Empower certification or training is highly desirable.


LMCU is an Equal Opportunity Employer

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