IT Analyst – Application Operations & Production Support

Monitor daily payment processing activities and review system reports to ensure electronic payments are processed accurately and successfully. 

Research, analyze, and process payment exceptions, including lockbox reject payments and batch processing activities. 

Review and monitor operational dashboards and reports, including Power BI reporting, to identify system anomalies, processing issues, or data discrepancies. 

Analyze exception reports and investigate issues requiring corrective action, escalating findings to Application Support teams as needed. 

Perform quality assurance reviews and document comparisons to validate generated documents against system-of-record data. 

Validate document and application changes following production deployments to ensure expected functionality and data accuracy. 

Monitor completion of document review and compliance-related activities, following up with business users when actions are overdue. 

Provide first-level application support by performing troubleshooting, root cause analysis, and issue documentation. 

Monitor and manage incident and service requests through ServiceNow, ensuring timely review, prioritization, escalation, and resolution. 

Support audit activities by gathering documentation, providing evidence, and assisting with compliance-related requests. 

Collaborate with business units, vendors, and technology teams to improve operational processes and system performance. 

Maintain process documentation, operational procedures, and support knowledge articles. 

Identify opportunities for automation, process improvement, and enhanced system monitoring. 

2+ years of experience supporting business applications, production systems, or IT operations. 

Experience analyzing system reports, production exceptions, and operational processes. 

Familiarity with ServiceNow or similar IT service management platforms. 

Experience working with Microsoft Office Suite, including Excel and Power BI. 

Strong analytical, troubleshooting, and problem-solving skills. 

Strong verbal and written communication skills. 

Ability to manage multiple priorities while working in a fast-paced environment. 

Strong attention to detail and commitment to data accuracy. 

Experience supporting document management, loan servicing, financial services, or enterprise business applications. 

Knowledge of application support, batch processing, workflow management, and production monitoring. 

Application Support & Troubleshooting 

Production Monitoring & Operations 

Incident & Problem Management 

Process Improvement 

Quality Assurance 

Documentation & Compliance 

Customer Service & Communication 

Team Collaboration 

Attention to Detail and Accuracy