Application Support Analyst

**This position is a contract position with the possibility of converting to hire. Candidates must reside in Minneapolis-Saint Paul, MN or Washington, D.C. Candidates must be available to work in the U.S. without sponsorship or visa.**
Our client is seeking an Application Support Analyst to support and maintain business-critical applications within a mortgage servicing environment. This role partners closely with business and technical teams to troubleshoot issues, maintain system stability, support ServiceNow ticket management, and deliver reliable operational support across enterprise systems.

This position is ideal for someone with experience in application support, incident management, SLA-driven environments, and mortgage or financial services operations.

Primary Duties

• Provide application support by troubleshooting and resolving technical and functional issues across systems, databases, integrations, and business workflows.

• Manage incidents, service requests, problems, and changes in ServiceNow, ensuring accurate documentation, clear communication, and full ownership through resolution.

• Adhere to SLA requirements and maintain strong ticket lifecycle and escalation practices.

• Monitor system health, performance, and integrations to proactively identify risks, trends, and recurring issues.

• Perform root cause analysis and escalate concerns early to prevent business disruption.

• Support testing, releases, upgrades, patches, and change management activities.

• Partner with business stakeholders, Product Owners, vendors, and technical teams to understand requirements, support mortgage servicing processes, and deliver solutions aligned with operational and regulatory needs.

• Communicate effectively, translating technical issues into clear, business-friendly updates.

• Create and maintain documentation, knowledge base articles, and support procedures.

• Analyze ServiceNow ticket trends and metrics to identify improvement opportunities, enhance workflows, and improve system reliability and user experience.

Qualifications

• 3+ years supporting enterprise applications or business systems

• Experience in mortgage servicing, mortgage banking, lending, or financial services

• Hands-on experience with ServiceNow (incident, problem, change, and knowledge management)

• Strong understanding of SLA adherence, ticket lifecycle management, and escalation processes

• Strong analytical, troubleshooting, and problem-solving skills

• Experience working with business users, vendors, and cross-functional teams

• Excellent written and verbal communication skills

• Ability to manage multiple priorities in a fast-paced environment

Nice-to-Have Skills

• Knowledge of mortgage servicing regulations, investor requirements, and compliance considerations

• Experience with SQL, databases, APIs, or system integrations

• Familiarity with ITIL principles and ITSM practices

• Experience supporting releases, testing, and change management

• Experience creating technical documentation and knowledge resources

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