Shellpoint Mortgage Servicing

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Software Support Analyst

at Shellpoint Mortgage Servicing

Posted: 9/30/2020
Job Status: Full Time
Job Reference #: job_20200513210532_0XXV7RZUZRMTQOGM
Keywords: software, database

Job Description

Who we are:

Shellpoint Mortgage Servicing (SMS) is America’s 5th-largest third-party mortgage servicing company. What is mortgage servicing? Businesses that own mortgage loans (such as banks and real estate investment firms) contract with us to manage (or "service") their loan portfolios, including collecting homeowners’ mortgage payments, paying homeowners’ tax and insurance bills, and helping homeowners in default to get current once again.


The Software Support Analyst II position is an entry to intermediate level position that primarily serves as a second level technical support representative for issues pertaining to third party software products. The position requires an in depth understanding of technical support processes, service level procedures, and problem solving techniques.


  • Maintain the integrity, security, and performance of the designated third party software environments
  • Plan, manage, and perform upgrades, deployments, and system administration for designated third party software products
  • Advise and educate end users and customers on the capabilities and use of designated third party software products
  • Employ best practices to deploy and administer designated third party software products
  • Diagnose and correct the root cause of issues in third party software products
  • Coordinate with vendors and partners to resolve problems and organize product upgrades and installations
  • Provide off-hours support and installations as required
  • Perform other duties as assigned


  • 3-5 years’ experience implementing, administering, supporting, and maintaining third party software products
  • Firm grasp of client/server, web, and database architectures
  • Proficient knowledge with database design and query logic for Microsoft SQL Server
  • Ability to manage projects such as the deployment of upgrades and new installations
  • Excellent written and oral communication skills
  • Passion for and expertise in identifying and solving problems with software products
  • Strong sense of urgency in responding to and correcting software issues
  • Dedicated focus on customer satisfaction
  • Demonstrated ability to learn quickly
  • Demonstrated ability and desire to mentor and/or lead less experienced team members
  • Demonstrated ability to work independently as well as thrive in a team oriented environment
  • Demonstrated ability to prioritize and remain focused in a dynamic, fast paced environment
  • Demonstrated ability to multi-task and resolve issues in a timely manner

Educational Requirements:

  • College or University degree in MIS< computer="" science,="" information="" technology,="" software="" engineering,="" computer="" engineering="" or="" related="">

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!