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Application Support Analyst

Company: American Pacific Mortgage
Location: Rocklin
Posted on: June 22, 2022

Job Description:


Application Support Analyst


Rocklin, CA

Job Id:


# of Openings:


Learn How We Create Experiences That Matter Everyday... Join Our Team!

Who you work with and for is one of life's biggest choices. APM exists to serve our branch managers and originators. In every interaction with us as individuals and a company, we let our branch managers, loan officers, employees and associates know that they matter. Our core values drive the day-to-day behavior and decision making throughout our company. Respect, Transparency, and Scrappy define how we act and work together as a team. These values have led us to be voted Top Employer 5 years running, 50 Best Places to Work, and Top 15 Mortgage Companies in America.

Primary Job Functions:

An Application Support Analyst is responsible for the coordination, resolution, and tracking of end user issues regarding the various software applications used at American Pacific Mortgage. This position will provide the day to day support to all branch Originators and Processors as well as Banking Operations. This position also requires the ability to document all issues and resolutions in a comprehensive and accurate manner.

The ideal candidate will be friendly, empathic, self-motivated and enjoy working with people. Must be able to quickly prioritize issues and find the most appropriate solutions. This position requires self-discipline, follow through, and exceptional communication skills (verbal and written). Ideal candidates will have prior experience with Encompass 360 -- Banker's Edition and have in-depth knowledge in processing, loan origination and compliance.

Essential Duties and Responsibilities:

  • Respond to new requests and resolve technical issues encompassing hardware, software and networking within established SLA by providing remote support
  • Provide efficient, timely, consistent, accurate resolutions to issues within various business applications. Encompass 360, CRM etc.
  • Track all work in ticketing system ensuring all assigned tickets have accurate and up-to-date accounts of all troubleshooting steps and follow-up details
  • Monitoring the application support hotline and responding to incoming calls for ticket resolution
  • Escalate issues to management that cannot be resolved within the SLA
  • Respond to inquiries and requests from users, and management to provide technical assistance and support to ensure service availability
  • Act as liaison between American Pacific Mortgage and vendor support teams to resolve end user issues.
  • Track support issues and resolutions in order to identify possible training needs or system changes.
  • Collaborate with the Applications Management team to help identify possible areas within the various software applications that could be configured to increase overall operational productivity.
  • Assist with testing and training of the various business applications.
  • Assist with overall system Administration and set-up.
  • Monitor the ConnectWise boards for incoming requests including assigning and escalating accordingly
  • Other duties as assigned


    • The ideal candidate will have at least five years of experience in residential mortgage lending industry.
    • Strong coordination, organization, teaming and communication abilities
    • Works well individually or in a group setting
    • Ability to manage time and priorities.
    • Ability to work under pressure and time constraints.
    • Ability to analyze an issue and determine best approach for a solution.
    • General experience and understanding of the following products:

      • Encompass 360 -- Banker's Edition
      • CRM (Total Expert)
      • Microsoft Office Suite
      • Windows 7 and 10

        • Excellent interpersonal communication skills
        • Customer Service - the ability to provide and maintain effective and positive communication
        • Adaptability - an ability to quickly learn new or different techniques, products and computer programs
        • Problem Solving - an ability to effectively analyze and resolve problems at a functional level
        • This person must live our culture every day! (Respect, Transparency, Scrappy)

          Embrace APMC Culture:

          • APMCares- Our charitable entity

            • As we grow and our reputation spreads, we know there are opportunities to make more significant contributions to the communities in our footprint.
            • APMCares was created to serve and support APM families in need and the causes we care about.

            • Office of Diversity

              • Increase APM's workforce diversity
              • Increase the diversity of the communities we serve

                'American Pacific Mortgage Corporation is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.'

                Live in our values everyday- Respect- Transparency- Scrappy!

                Apply for this Position

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Keywords: American Pacific Mortgage, Rocklin , Application Support Analyst, Professions , Rocklin, California

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