REL System Analyst

Job Title: REL System Analyst

Location: Hybrid reporting to Vienna or Pensacola, FL

Hours: 9:30am - 6:00pm EST (possibly flexible)

Pay Rate: Open to Both C2C and W2 options

Position Type: Multiyear Contract

The System Analyst supports Real Estate Lending (REL) technology operations by providingapplication support, managing incidents, coordinating with business units, and driving system improvements. This role serves as a key liaison between Service Desk, engineering teams, vendors,and business stakeholders, ensuring system stability, effective communication, and successfuldelivery of enhancements, advisories, and releases.

• Provide Level 1 and Level 2 support for REL applications including ICE Mortgage Technology, MSP,Passport, Loan Boarding platforms, Empower, Home Squad, and OnBase.
• Monitor and manage Service Now queues, triaging incidents, service requests, degradations,outages, and access issues.
• Lead investigation and resolution of escalated issues impacting REL business units and members.
• Act as a central point of coordination between infrastructure teams, vendors, and business partners.
• Ensure timely communication, escalation, and resolution of production issues.

• Draft and distribute system advisories, maintenance notifications, enhancements, and outagecommunications to business units.
• Translate technical issues into clear, business-friendly messaging for stakeholders.
• Ensure business units are informed of system changes, impacts, and required actions.
• Support leadership updates with concise summaries of incidents, risks, and resolutions.

• Gather and document business and technical requirements for system enhancements and fixes.
• Perform root cause analysis (RCA) for major incidents and defects, providing actionable recommendations.
• Drive process improvements across ticket intake, escalation paths, and operationalworkflows.
• Ensure systems and processes align with regulatory, operational, and business requirements.

• Develop and execute test cases for system enhancements, defect fixes, and newimplementations.
• Perform system, integration, and user acceptance testing (UAT) in coordination with business units.
• Support release planning and coordinate deployments across test and production environments.
• Validate system functionality post-release and ensure stability.

• Participate in cross-functional initiatives related to new systems, migrations, and enhancements
• (e.g., ICE upgrades, Dark Matter upgrades, routing changes, platform updates).
• Track work items and initiatives using Azure Dev Ops (ADO) or similar tools.
• Coordinate with multiple teams to ensure alignment on scope, timelines, and deliverables.
• Support onboarding and knowledge transfer for new team members and contractors.

• Maintain documentation for processes, workflows, advisories and reports.
• Track and report on key metrics such as ticket trends, incident volumes, and system performance.
• Compile data and insights to support operational decisions and continuous improvement efforts.

• Strong analytical, research, and problem-solving skills with attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Advanced knowledge of Real Estate Lending systems and processes.
• Experience supporting and troubleshooting enterprise applications.
• Proficiency in Microsoft Office, SQL, and Azure environments.
• Experience with Service Now and software testing methodologies.
• Strong verbal and written communication skills with the ability to translate technical concepts to business users.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.