Product Support Analyst - Centricity - Remote US

SitusAMC is a real estate industry company that helps transform its clients’ businesses through technology and related services. The Product Support Analyst facilitates software delivery and implementation, supports clients after go-live, triages and routes production issues, performs testing, and delivers training to clients and internal teams.

What you'll do:

• Provide day-to-day support to promote client adoption after go-live, reinforcing standard usage and addressing routine client questions
• Support production usage by receiving client issues, performing initial triage, and documenting and validating details required for follow-up
• Route production issues and requests to appropriate internal resources, including software development, product, implementation, infrastructure, and other internal teams, and track updates through resolution
• Support client-paid UAT/QA testing engagements by executing test cases, validating functionality, documenting results, logging defects, and supporting retesting activities
• Assist with release validation, regression testing, configuration validation, workflow testing, integration/file testing, and production readiness activities as assigned
• Deliver Client Admin, end-user, and internal training sessions and/or training support as assigned
• Build and maintain working knowledge of SitusAMC software functionality, relevant industry concepts, and client workflows to support effective guidance and issue resolution
• Use discretion and independent judgment to address moderately complex production support and testing matters within established guidelines and escalation paths

What they're looking for:

• Minimum of 1-2 years of Secondary Marketing, Mortgage Lending, Mortgage Technology, Loan Trading, Capital Markets Operations, or related industry experience
• Minimum of six months in a production support, software support, implementation, operations, or other client-facing support role
• Experience supporting software implementations, client-facing production support, application configuration, UAT/QA testing, or post-go-live support activities
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Proficiency with Microsoft Office products, including Outlook, Word, Excel, Teams, and PowerPoint
• Effective written and verbal communication skills, with strong analytical skills and sound judgment to resolve moderately complex issues within established processes

Benefits:

• Discretionary bonus, for eligible positions and subject to bonus program guidelines and SitusAMC Senior Management approval
• PTO
• Paid holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401K