Application Support Analyst

Job Title:

2-5 years of experience

Location:

Job Type:

Role Overview:

As an Application Support Analyst in the Lending domain, you will be the first point of contact for users encountering issues with loan processing systems and applications. Your primary responsibility is to provide prompt, accurate, and courteous support to ensure smooth operations across consumer and commercial lending platforms.

Key Responsibilities

1. Incident Management: Log, categorize, and prioritize incoming issues via phone, email, or ticketing systems.
2. Basic Troubleshooting: Resolve common issues related to loan origination, documentation, disbursement
3. Application Support: Provide functional support for lending applications like Finacle, LOS (Loan Origination System), LMS (Loan Management System), etc.
4. Monitoring: Track system health, batch jobs, and scheduled tasks to ensure timely loan processing.
5. Documentation: Maintain detailed logs of issues, resolutions, and escalation paths.
6. Escalation: Route unresolved or complex issues to L2/L3 teams with proper context and urgency.
7. Testing Support: Assist in SIT/UAT testing during application upgrades or patch deployments.
8. User Guidance: Help Sales team/staff and loan officers, navigate system functionalities and resolve operational hiccups.

Required Skills

1. Basic understanding of lending workflows (e.g., loan origination, underwriting, disbursement).
2. Proficiency in tools like JIRA, Postman, SQL, MS Office
3. Good understanding of API Integration and Mobile Application
4. Understanding of Postman tool and proficiency in API testing
5. Knowledge of SQL and ability to write complex queries. To extract and validate loan data or troubleshoot issues. 
6. Strong communication and interpersonal skills.
7. Ability to work in rotational shifts and under pressure.
8. Ability to quickly assess and resolve common issues or escalate appropriately.
9. Attention to Detail: Crucial when handling financial data and compliance-related tasks
10. Working closely with L2/L3 teams, business users, and vendors.