Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.
Position Summary
The System Administrator, Service Management plays an important role in the organization by performing several tasks related to the company’s service management function, supporting IT and business support teams. The role is primarily responsible for administering the Service Management platform and providing consultation and subject matter expertise for team efficiency improvements, further integration with other systems, and maintaining security of the core data and availability of the tool.
Essential Functions
- Become the resident expert on advanced team features for the company’s current service desk, asset management, and change control platform.
- Manage and administer the daily operations of cloud-based internal infrastructure on the service management platform and connected systems.
- Maintain and the service management platform’s enhancements and releases.
- Schedules, installs, tests system software upgrades, changes; maintain a relevant changelog.
- Troubleshoot and resolve any software performance issues.
- Work collaboratively with Governance, EPMO, Sales, Ops, and Technology teams to understand, triage, and support the needs of the organization.
- Develop reporting capabilities and metrics for senior management.
- Implement and automate workflows within and across systems, such as bulk ticket creation, reporting, and user attribute maintenance; leverage technologies such as Python, Azure, and Microsoft Power Platform.
- Leverage a repository such as Gitlab for CI/CD pipeline for automation code leveraged by the platform.
- Be the primary technical point of contact with third-party system providers and consultants connected to the platform.
- Identify operational weaknesses and help improve or innovate new processes.
- Knowledge of Asana, Trello, JIRA or other similar project management software for tracking development.
- Exercise independent judgment and professionally executes projects with little direction.
- Proficient ability in communicating issues, impacts, and corrective actions in written and verbal form following change management procedures.
- Passionate about delivering excellence in customer service within a team environment.
- Strong problem-solving skills.
Qualifications
- Bachelor's Degree directly related to the position or equivalent, required (IT, Engineering, or related discipline.
- Minimum three years' experience in cloud-based IT or relevant IT support role.
- Ability to organize and manage multiple priorities simultaneously.
- Working knowledge of SolarWinds Service Desk, Freshservice, Zendesk, or similar
- Integrations using systems such as Azure, Okta; HTTP requests.
- Knowledge of Asana, Trello, JIRA or other similar project management software for tracking
- Exercise independent judgment and professionally executes projects with little
- Proficient ability in communicating issues, impacts, and corrective actions in written and verbal form following change management procedures.
- Passionate about delivering excellence in customer service within a team environment.
- Strong problem-solving skills.
- Excellent verbal and written communication skills required.
- Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
- Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
- Commitment to company values.
- Customer Service - Proactive attention to each person
- Integrity - Do and say what's right
- Respect - Treat others with dignity
- Collaboration - Listen and work together
- Learning - Seek knowledge and strive for improvement
- Excellence – Deliver the unexpected
Supervision
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Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may contribute insights and ideas on policies, processes, procedures, and efficiency; may recommend changes and enhancements based on analysis and evaluation of circumstances
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Complexity: General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach
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Impact: Decisions and actions primarily impact own work with moderate impact on peers in their area; contributes as team member rather than leader
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Interaction/Supervision: Works under broad direction with considerable latitude for independent actions; guided by professional standards, desired outcomes and unit/project/program specifications
Requirements
Physical: Work is primarily sedentary; mobility in an office setting.
Manual Dexterity: Ability to operate standard office equipment and keyboards
Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Environmental: Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
Schedules: Work is primarily performed during the business week, Monday - Friday; occasional night or weekend may be necessary.
Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
Guild Mortgage Company is an Equal Opportunity Employer.
Targeted Salary Range: $77,000 - $105,000 annually
Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.
REQ#: SYSTE016922