Help Desk Associate Jobs in Pinson, AL (NOW HIRING)

Summary:

This role will oversee and manage enhancements to the Encompass mortgage origination system as well as other Mortgage IT systems within FirstBank. This role is responsible for the overall management of the mortgage IT systems and team members to maintain operational effectiveness. 

Essential Duties and Responsibilities:

• Manage the Encompass mortgage origination system, ensuring it’s efficient operational and optimal performance.
• Design, document, configure, test, and deploy approved system change requests and enhancement to Encompass system functionality.  
• Research changes in upgraded Encompass versions and other integrated applications.
• Collaborate with project managers, business analysts, developers, and subject matter experts for enhancement request submission.
• Stay abreast of regulatory changes and industry standards impacting mortgage lending, ensuring Encompass configurations and processes remain compliant.
• Assist Compliance in ensuring Encompass is functioning consistently in accordance with applicable laws and regulations relating to mortgage lending and information security. Provide recommendations when necessary to enhance efficiency and productivity. 
• Serve as the primary liaison between the Encompass vendor, managing vendor relationships, contracts, and service level agreements. In addition to Encompass, manage the integration of mortgage IT third-party vendors and services. 
• Develop and deliver training programs with partnership of the training team to educate users on new features, updates, and best practices related to Encompass and other IT related systems. 
• Provide technical documentation on all process, feature, and workflow changes for proper documentation for communication to end users.
• Work with the Training Department to identify training needs on new enhancements and frequent problem areas.
• Ensure all Help Desk tickets are processed timely and accurately.
• Prepare reporting for regulatory examination process including electronic submission of data to regulatory agencies.
• Cultivate an environment that supports diversity, teamwork, and performance. Provide leadership though communication, performance management, development and recognition of staff.
• Manage the team by hiring, coaching, training and providing direction to team members through feedback to support personal development and ongoing improvement.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor’s degree in Information Technology, Computer Science, Finance or related field preferred or 5+ years of equivalent work experience.
• 5+ years previous experience as an LOS Administrator or similar role in mortgage lending, experience with Encompass required.
• 3+ years in management or similar leadership experience.
• Experience working with and drafting requirements for application developers.
• Proficient with Microsoft Office Products, including Word, Excel, Power Point, Visio; in addition to Microsoft Visual Basis/VB.Net syntax.
• Advanced Excel functions such as formulas, pivots and macros.
• Functional understanding of SQL, XML, SOAP, and IIS web services.
• Strong proficiency in Encompass configuration, administration and integration.
• Knowledge of mortgage lending processes, regulations and industry best practices.

Skills and Abilities  

• Excellent communication skills with the ability to effectively collaborate with cross-functional teams and articulate technical concepts.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to prioritize tasks, manage multiple projects and meet deadlines.
• Strong leadership capabilities and ability to work effectively in a team environment.
• Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.
• Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.