Brief Description
Senior Support Analyst (Application Support)
BSI Financial Services
BSI Financial Services is a FinTech company specialized in technology-based financial solutions and services for the mortgage industry. We are a people-focused, growth-oriented, innovative company and we're looking for people like you to make a positive change and join our team today!
Job Summary
We are looking an Application Support Analyst with strong experience supporting multiple enterprise applications, including Encompass LOS, Velocify Admin and mortgage lending operations. This role serves as a critical link between technology platforms and mortgage business objectives, ensuring stability, efficiency, and timely resolution of both functional and technical issues.
What You Will Do
- Provide overall administration and production support for the Velocity platform, ensuring system stability and availability
- Troubleshoot and resolve application, data, and workflow issues in a timely manner
- Support loan boarding, servicing transactions, and exception handling as required
- Manage user access, roles, and permissions in line with security and compliance standards
- Collaborate with business, IT, and vendor teams for issue resolution, enhancements, and releases
- Provide end-to-end application support across Encompass and other lending and servicing systems, partnering closely with business, IT, and vendor teams to analyze issues, implement solutions, and support operational excellence within the lending lifecycle.
- Support, optimize, and customize loan servicing and contact center applications like FiServ/LoanServ/Sagent, Tempo, Five9, Velocify, Encompass, SendGrid and other monitoring systems.
- 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.
What We're Looking For
- BE/BTech degree in Computer Science, Information Technology, or related field
- 7–9 years of IT Production/Application Support experience.
- 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
What's In It For You
- Competitive Salary
- Full Benefits Package
- PTO
- Holiday Pay
- Career Growth Opportunities
EEO Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
