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Application Support Analyst Level 2

Location: Lewisville, TX, United States
Req ID: 016127

Job Description

Description

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WHO WE ARE

We are Xome, a real estate services company headquartered in the Dallas, Texas area. As a subsidiary of Mr. Cooper Group, we employ over 1,200 team members nationwide. The nation’s largest financial services companies look to us for integrated and scalable business solutions that help simplify the mortgage and real estate process.

At the heart of everything we do is our purpose: To keep the dream of home ownership alive. If that sounds like a big, lofty goal, that’s because it really is. And we can’t do it alone. Our entire team is focused on helping create a stable and healthy housing industry. And, making sure the process of buying/selling a home doesn’t undermine the excitement of home ownership. That’s why we battle every day against the mediocrity of the status quo to simplify the complex world of mortgage servicing, lending and banking. We see ourselves as the experts who make doing business easier. While others bring complexity and a lack of transparency, we offer simplicity, trust, and visibility across the entire property lifecycle. And we deliver radical customer service.

Now, you might be wondering; how exactly do you pronounce Xome? Simple. ZOM (like home, if it started with a z)!

 WHAT YOU'LL DO: POSITION OVERVIEW

This role will work with our internal technical teams to identify, diagnose and solve issues related to our software products. Which supports the largest real estate companies in the United States. This is a growth-oriented role, where you will resolve web or back end issues of increasing difficulty as your knowledge grows, acquiring programming and database skills on the job. This role can funnel in many directions with us, including QA, Database, and Applications Development - we love to promote from within, and we'll teach you the skills to continue moving your career forward.
 

  • Responsible for supporting business process and application flow of AtClose and the Title365 Website
  • Ensures all technology configurations are implemented in a timely manner and comply with defined process
  • Provide excellent customer service to our internal/external customers
  • Monitoring and resolving application issues originating from Production, configuring system where needed, and assisting Business in support of production system.
  • Utilize MS SQL and SSRS to identify issues in the production system, before the issues are identified and reported by Business. 
  • Performs day-to-day routine tasks independently
  • Migration projects may include occasional after business hours and/or extended weekend hours
  • Works with vendor support contacts to resolve technical problems with desktop computing software
  • Works with IT help desk/development to support any issues for the user

WHO YOU ARE: EXPERIENCE AND SKILLS REQUIREMENTS

  • 3+ years' professional experience in software/technical support. Must have some application or software support experience (not exclusively user or hardware support)
  • Agile Methodology support software. Knowledge of MS SQL and SSRS is a big help as well.
  • Strong experience with Excel/SQL reporting
  • Ability to interface with Account Managers and client help desks to document issues and facilitate resolution
  • Must have title industry experience and in-depth knowledge of platforms such as AtClose.
  • Customer service based – An ability to be flexible and use different approaches in different situations
  • Excellent communication – being able to convey information to other employees clearly and simply
  • Organization skills – Encompasses physical and mental organization and time management abilities
  • Must have good written and verbal communication skills and the ability to identify root issues by analyzing reported issues

Xome is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

016127

Job Category:

Information Technology

Primary Location City:

Lewisville

Primary Location Region:

Texas

Primary Location Postal Code:

75067

Primary Location Country:

United States of America

Posting Organization:

Xome

Line of Business:

Information Technology

Additional Posting Location(s):

Alternate Requisition:

No

Summary

Works with internal application users to implement configurations and resolve issues in a timely manner. Monitors for known issues/failures, so they can be addressed before they are identified and reported by Business.
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