Senior Support Analyst (Application)

Job Summary

• Administration, configuration, and support of ICE Encompass Loan Origination System (LOS) including user profiles, custom fields, business rules, input forms, and personas.
• Provide day-to-day support for Lending Division users by analyzing and resolving issues related to origination and underwriting workflows.
• Support, optimize, and customize loan servicing and contact center applications like FiServ LoanServ, Five9, and Tempo.
• Triage and manage cases, service requests, and enhancement tickets using internal ticketing systems (e.g., Jira).
• Ensure servicing and lending applications are fully operational and implement rapid resolution strategies in case of service disruption.
• Provide a high level of support to internal business users while adhering to strict SLAs for response and resolution.
• Perform problem determination, implement workarounds, and support root cause analysis and incident resolution.
• Test and verify service releases, Encompass patches, feature deployments, and custom configurations.
• Assist with the maintenance and support of internal applications, data integrations, and infrastructure as needed.
• Maintain detailed documentation of issue resolutions, standard operating procedures, and platform configurations.
• Responsibilities may require occasional late night and weekend work to support key deployments and maintenance windows.
  

• BE/BTech degree in Computer Science, Information Technology, or related field
• 7–9 years of IT Production/Application Support experience, with at least 2+ years focused on Encompass LOS administration
• Familiarity with US mortgage origination and servicing processes including Lending Compliance
• Strong knowledge of ticketing tools, issue management, and stakeholder communication
• Excellent analytical, debugging, and root cause analysis skills
• Hands-on experience with Microsoft Office tools and SQL for querying and data validation
• Ability to understand business workflows, logic flows, and software configurations
• Effective written and verbal communication skills and a strong commitment to customer service
• Previous experience supporting application users through phone, email, and in-person troubleshooting
• Experience coordinating with QA, development, and product teams on platform enhancements
• Ability to work independently and collaboratively in a cross-functional team environment
  

• Competitive Salary
• Full Benefits Package
• PTO
• Holiday Pay
• Career Growth Opportunities