[Remote] Third Party Applications Administrator
Note: The job is a remote job and is open to candidates in USA. Annie Mac Home Mortgages is committed to improving inclusion in the workplace. The Third Party Applications Administrator supports the systems and applications that drive the Third-Party Originations Channel, providing operational and technical support to ensure efficient loan processing and strong service levels.
Responsibilities
- Provide Tier 2 support for TPO applications and users, including internal employees and external TPO partners involved in loan manufacturing processes
- Troubleshoot and resolve system, workflow, and user-related issues, identify root causes, and coordinate resolution with internal technical teams and third-party vendors
- Serve as an escalation point for assigned applications while ensuring timely communication and follow-up with stakeholders
- Partner with IT Application Support, Service Desk, Sales teams, Lock Desk, Operations leadership, and business stakeholders to coordinate issue resolution and support business objectives
- Review, analyze, and evaluate business and channel requirements to help configure solutions that support operational and strategic goals
- Support application implementations, enhancements, and process improvement initiatives by assisting with scope, testing, validation, release readiness, and production support
- Perform day-to-day monitoring of assigned applications to assess system health and support upgrades, patches, and deployments as needed
- Research and identify potential system defects, workflow gaps, integration issues, and release-related impacts; isolate, replicate, and verify fixes
- Serve as a system administrator for assigned TPO applications, including maintenance of user access, configuration, and administrative functions as appropriate
- Help maintain a positive broker and internal customer experience by providing timely, professional, and knowledgeable support
- Coordinate and facilitate training for new users and brokers on applications, systems, processes, and integrations to support successful onboarding and adoption
- Document support issues, resolutions, recurring trends, system requirements, workflows, and user guidance as needed
- Develop and maintain effective working relationships with application providers and internal partners to support operational needs and future enhancements
- Participate in team meetings, support discussions, and other duties as assigned
Skills
- Bachelor's degree in a related field, or equivalent combination of education and work experience
- 3+ years of professional experience in application implementation, support, operations support, or a related role
- Professional experience working with both business and technical leadership to support objectives
- Strong troubleshooting and analytical skills, including experience identifying root causes and coordinating issue resolution
- Ability to support both frontline user needs and escalated application issues in a fast-paced environment
- Strong customer service, written, and verbal communication skills
- Ability to work collaboratively across departments and with external business partners and vendors
- Experience creating and maintaining support documentation, training materials, user guides, and process documentation
- Proficient with Microsoft Office applications and general business technology tools
- Detail oriented with strong organizational skills, sound judgment, and the ability to manage multiple priorities simultaneously
- Self-motivated individuals with the ability to thrive in a collaborative and changing environment
- Experience with TPO Broker platforms, or similar mortgage loan origination and third-party application platforms
- Understanding of wholesale, non-delegated correspondent, and third-party origination lending workflows
- Experience working with technical support, operations support, application administration, or business support functions within mortgage banking
- Working knowledge of mortgage operations, loan manufacturing, and TPO lending workflows
- Experience supporting mortgage technology platforms, loan origination systems, or third-party business applications
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