REL System Analyst

This role serves as a key liaison between Service Desk, engineering teams, vendors, and business stakeholders, ensuring system stability, effective communication, and successful delivery of enhancements, advisories, and releases. The System Analyst supports Real Estate Lending (REL) technology operations by providing application support, managing incidents, coordinating with business units, and driving system.

Job Title: REL System Analyst
Location: Hybrid reporting to Vienna or Pensacola, FL
Hours: 9:30am - 6:00pm EST (possibly flexible)
Pay Rate: Open to Both C2C and W2 options
Position Type: Multiyear Contract

Position Summary
The System Analyst supports Real Estate Lending (REL) technology operations by providing application support, managing incidents, coordinating with business units, and driving system
improvements. This role serves as a key liaison between Service Desk, engineering teams, vendors, and business stakeholders, ensuring system stability, effective communication, and successful delivery of enhancements, advisories, and releases.

Key Responsibilities

System Support & Incident Management
• Provide Level 1 and Level 2 support for REL applications including ICE Mortgage Technology, MSP, Passport, Loan Boarding platforms, Empower, HomeSquad, and OnBase.
• Monitor and manage ServiceNow queues, triaging incidents, service requests, degradations, outages, and access issues.
• Lead investigation and resolution of escalated issues impacting REL business units and members.
• Act as a central point of coordination between infrastructure teams, vendors, and business partners.
• Ensure timely communication, escalation, and resolution of production issues.

Advisory & Business Communication
• Draft and distribute system advisories, maintenance notifications, enhancements, and outage communications to business units.
• Translate technical issues into clear, business-friendly messaging for stakeholders.
• Ensure business units are informed of system changes, impacts, and required actions.
• Support leadership updates with concise summaries of incidents, risks, and resolutions.

Business Analysis & Process Improvement
•Gather and document business and technical requirements for system enhancementsand fixes.
• Perform root cause analysis (RCA) for major incidents and defects, providing actionable recommendations.
• Drive process improvements across ticket intake, escalation paths, and operational workflows.
• Ensure systems and processes align with regulatory, operational, and business requirements.

Testing & Release Coordination
• Develop and execute test cases for system enhancements, defect fixes, and new implementations.
• Perform system, integration, and user acceptance testing (UAT) in coordination with business units.
• Support release planning and coordinate deployments across test and production environments.
• Validate system functionality post-release and ensure stability.

Project & Cross-Team Collaboration
• Participate in cross-functional initiatives related to new systems, migrations, and enhancements
(e.g., ICE upgrades, DarkMatter upgrades, routing changes, platform updates).
• Track work items and initiatives using Azure DevOps (ADO) or similar tools.
• Coordinate with multiple teams to ensure alignment on scope, timelines, and deliverables.
• Support onboarding and knowledge transfer for new team members and contractors.

Documentation & Reporting
• Maintain documentation for processes, workflows, advisories and reports.
• Track and report on key metrics such as ticket trends, incident volumes, and system performance.
• Compile data and insights to support operational decisions and continuous improvement efforts.

Qualifications
Required Skills & Experience
• Strong analytical, research, and problem-solving skills with attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Advanced knowledge of Real Estate Lending systems and processes.
• Experience supporting and troubleshooting enterprise applications.
• Proficiency in Microsoft Office, SQL, and Azure environments.
• Experience with ServiceNow and software testing methodologies.
• Strong verbal and written communication skills with the ability to translate technical concepts to business users.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Ref: #851-Rockville-S1