Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/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 Sr 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, maintaining security of the core data and availability of the tool, and acting as a leader for the other System Administrators on the team.
Essential Functions
- Become the resident expert on advanced team features 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 support the service management platform’s enhancements and releases.
- Schedule, install, test 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.
- Define and document best practices and procedures
- Act as a lead and mentor for the other System Administrators on the team.
- Perform other duties as assigned.
Qualifications
- Bachelor's Degree directly related to the position or equivalent, required. IT, Engineering, or related discipline
- Minimum six years' experience in cloud-based IT or relevant IT support role.
- Minimum one year supervisory or leadership experience.
- Ability to organize and manage multiple priorities.
- 3+ years' experience administering, configuring, and optimizing a service management platform.
- 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 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.
- 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
- Job Scope: Plays a key role in area by generating insights and ideas on policies, processes, procedures, and efficiency; contributes ideas to strategic and operational plans to ensure alignment.
- Complexity: Problems are often complex and specialized and may involve unprecedented circumstances; resolution requires investigation, analysis and review of professional/organizational standards.
- Impact: Decisions and actions have an impact on the smooth operation and timeframes of the department, programs/projects; impact on the broader organization is generally indirect.
- Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications.
Requirements
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Physical: Work is primarily sedentary; mobility in an office setting. |
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Manual Dexterity: Ability to operate standard office equipment and keyboards. |
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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. |
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Environmental: Office environment – moderate noise, no substantial exposure to adverse environmental conditions. |
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Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. |
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Schedules: Work is primarily performed during the business week, Monday - Friday; occasional night or weekend may be necessary. Travel: 5% or less |
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: $99,000 to $135,000 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#: SENIO016839
