What are the responsibilities and job description for the EUS Application Support Workflow Coordinator position at New American Funding?
Overview:
Location: Tustin, CA - first 90 days in office full time. After 90 day training, Hybrid schedule 2 days at the Tustin office 3 days remote.
Pay: 65k-85k D.O.E. *Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.
Summary: The workflow coordinator is primarily responsible for monitoring, tracking and ensuring all incidents, requests and all other tickets are assigned and updated daily. Responsible for running reports and immediately notify management on problems and/or critical issues. The ideal candidate is driven by technological evolution, a self-starter with exceptional problem-solving skills, delivering exceptional customer service, and the ability to resolve complex problems and implement solutions with little or no guidance. This position will report to the Sr. Director of End User Services.
Responsibilities:
Pay Transparency Disclosure:
If based in New American Funding’s offices, this role has the annual base salary range stated below.
Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.
New American Funding offers competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave , mental health & wellness benefits, and generous PTO. New American Funding also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. New American Funding’s compensation and benefits are subject to change and may be modified in the future.
Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.
#LI-JS3
Job Title: EUS Workflow Coordinator
Location: Tustin, CA - first 90 days in office full time. After 90 day training, Hybrid schedule 2 days at the Tustin office 3 days remote.
Pay: 65k-85k D.O.E. *Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.
Summary: The workflow coordinator is primarily responsible for monitoring, tracking and ensuring all incidents, requests and all other tickets are assigned and updated daily. Responsible for running reports and immediately notify management on problems and/or critical issues. The ideal candidate is driven by technological evolution, a self-starter with exceptional problem-solving skills, delivering exceptional customer service, and the ability to resolve complex problems and implement solutions with little or no guidance. This position will report to the Sr. Director of End User Services.
Essential Duties and Responsibilities:
- Promptly respond to all incidents, requests and any other tickets assigned to the Technology Services Application Support team to ensure all tickets are assigned and escalated quickly to the correct support team.
- Monitor, track and assign tickets to appropriate queues. Verify tickets for correct routing and research and reroute incorrectly routed tickets.
- Provide personalized, white glove support to Owners and all C Level Executives when required.
- Working closely with the Technology Services management team to provide updates on stale ticket status on a weekly basis.
- Ensure outstanding tickets are updated, escalated and or closed on a timely basis by following up with the assigned technician and their manager.
- Notify technicians of any priority or mission-critical problems or tickets and rout tickets to appropriate team members.
- Check tickets for incomplete items and/or mis-categorized priority.
- Identify repetitive incidents and escalate problems or tickets to higher level management when required and/or necessary.
- Maintaining confidentiality and privacy in all dealings with owners and C level executives.
- Ensure that Operational Level and Service Level Objectives are always adhered to.
- Maintain up-to-date level of knowledge with regards to technology, in particular security policies and company standards.
- Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks
- End to End ownership of Owners/C Level executive, VIP’s, and end-user related incidents through escalation to external vendors or other internal resources
- Document actions, alterations and procedures to ensure an accurate and accessible record on our ticketing system.
- Assist other members of the Application Support Team, Executive Desktop Support and the Service Desk team when appropriate to complete tasks in the necessary timescale.
- Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support problem solving.
- Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by manager.
- Communicate the progress of investigations and planned solutions to customers, managing their level of expectation and increasing their understanding of company desktop technology.
- Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate team members. Continuously look for improvement within Support.
- The support of mobile devices including iPhone, iPad, iPod, Android, Windows & Apple laptops and desktops.
- Any other duties as assigned.
Job Competencies / Qualifications:
- An excellent customer service manner is required together with the ability to handle sensitive and challenging support situations with a calm and methodical approach.
- Minimum of 5 years’ experience with support in an enterprise corporate setting in an onsite and remote capacity.
- Experience supporting enterprise applications or software used in the Mortgage industry..
- 1 year(s) of experience in application support or a related IT support role.
- Hands-on experience with troubleshooting and resolving proprietary software application issues.
- Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need.
- Ability to work with little or no supervision from direct manager.
- Ability to work in a fast-paced, highly technical environment.
- Excellent verbal and written communication skills.
- Willingness to cooperate with others and work to the greater good.
- Provide regular status reports and updates to management.
- Strong attention to detail and a commitment to quality.
- Familiarity with ITSM tools (e.g., ServiceNow, Top Desk, Azure DevOps) for ticketing and incident management.
Pay Transparency Disclosure:
If based in New American Funding’s offices, this role has the annual base salary range stated below.
Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.
New American Funding offers competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave , mental health & wellness benefits, and generous PTO. New American Funding also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. New American Funding’s compensation and benefits are subject to change and may be modified in the future.
Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.
Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.
[EOE/M/F/D/V. Drug-free workplace.]
#LI-JS3
