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Entra Solutions
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Senior Support Analyst Application

Senior Support Analyst Application

Entra Solutions

7 - 9 years

9 - 11 Lacs

gurugram

Posted:2 days ago| Platform:

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Skills Required

computer science application support debugging windows customer service troubleshooting jira information technology financial services sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for an Application Support Analyst with strong expertise in Encompass LOS and Lending division operations, who will be the vital link between our technology platforms and mortgage business goals. The ideal candidate will support and ensure successful resolution of functional and technical issues across Encompass and other lending/servicing systems.

What You Will Do

Administration, configuration, and support of ICE Encompass Loan Origination System (LOS) including user profiles, custom fields, business rules, input forms, and personas.

Provide day-to-day support for Lending Division users by analyzing and resolving issues related to origination and underwriting workflows.

Support, optimize, and customize loan servicing and contact center applications like FiServ LoanServ, Five9, and Tempo.

Triage and manage cases, service requests, and enhancement tickets using internal ticketing systems (e.g., Jira).

Ensure servicing and lending applications are fully operational and implement rapid resolution strategies in case of service disruption.

Provide a high level of support to internal business users while adhering to strict SLAs for response and resolution.

Perform problem determination, implement workarounds, and support root cause analysis and incident resolution.

Test and verify service releases, Encompass patches, feature deployments, and custom configurations.

Assist with the maintenance and support of internal applications, data integrations, and infrastructure as needed.

Maintain detailed documentation of issue resolutions, standard operating procedures, and platform configurations.

Responsibilities may require occasional late night and weekend work to support key deployments and maintenance windows.

What Were Looking For

BE/BTech degree in Computer Science, Information Technology, or related field

7 9 years of IT Production/Application Support experience, with at least 2+ years focused on Encompass LOS administration

Familiarity with US mortgage origination and servicing processes including Lending Compliance

Strong knowledge of ticketing tools, issue management, and stakeholder communication

Excellent analytical, debugging, and root cause analysis skills

Hands-on experience with Microsoft Office tools and SQL for querying and data validation

Ability to understand business workflows, logic flows, and software configurations

Effective written and verbal communication skills and a strong commitment to customer service

Previous experience supporting application users through phone, email, and in-person troubleshooting

Experience coordinating with QA, development, and product teams on platform enhancements

Ability to work independently and collaboratively in a cross-functional team environment

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Senior Support Analyst Application