Application Support Analyst II

Job Summary: The IS Application Support Analyst will be responsible for supporting the Black Knight/Dark Matter Empower Origination System for the credit union. As part of our dynamic team, you will play a crucial role in ensuring the smooth operation of our mortgage origination processes by providing technical support, troubleshooting issues, and implementing enhancements to optimize system performance. Responsibilities: Provide frontline technical support for users of the Black Knight/Dark Matter Empower Origination System, addressing inquiries, resolving issues, and guiding users through troubleshooting steps. Collaborate with cross-functional teams, including key stakeholders and IS professionals, to understand user requirements, identify system issues, and implement effective solutions. Perform system maintenance tasks, including software updates, and configuration changes to ensure the stability and reliability of the Empower origination platform. Develop and maintain documentation, including user guides, troubleshooting procedures, and system configurations, to facilitate knowledge sharing and training for end-users. Monitor system performance metrics, analyze trends, and proactively identify areas for improvement or optimization to enhance the efficiency and effectiveness of the Empower origination system. Coordinate with vendors and third-party service providers to escalate and resolve complex technical issues, manage service agreements, and implement system integrations or upgrades. Participate in testing activities, including user acceptance testing (UAT) and system integration testing (SIT), to validate changes or enhancements to the Empower origination system. Stay informed about industry trends, best practices, and emerging technologies related to mortgage origination systems, and make recommendations for continuous improvement and innovation. Preferred Education and Experience: 3 years of similar or related experience with proven experience in supporting the Black Knight/Dark Matter Empower Origination System. Bachelor's degree in Computer Science, Information Technology, or a related field. Strong technical proficiency in SQL, PL/SQL, and scripting languages (e.g., Python, PowerShell). Familiarity with the complete mortgage origination processes. This would include the complete application life cycle. Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues and implement effective solutions. Effective communication skills, with the ability to interact professionally with stakeholders at all levels and convey technical information to non-technical audiences. Ability to work independently with minimal supervision and collaborate effectively within a team-oriented environment. Experience with ITIL or other IT service management frameworks is a plus. Black Knight/Dark Matter Empower certification or training is highly desirable. LMCU is an Equal Opportunity Employer