Servicing Support Analyst

What you will do at Cascade:

Serve the American Dream Through Attainable Home Ownership.

The IT Servicing Support Analyst is a hands-on production support and automation role for business-critical processes supporting traditional mortgage and Chattel loans. The analyst owns, troubleshoots, maintains, and improves existing Python, PostgreSQL and LoanServ script automations and may also build new solutions. This includes scheduled ETL jobs, reports, vendor file transfers, and integrations running through Jenkins, Docker, and AWS. Much of the work involves processes with limited documentation or subject-matter support.

How you will do it:

• Own and troubleshoot existing production automations, configurations, integrations, and vendor processes, including unfamiliar processes with limited documentation.
• Diagnose failures using AI, code, logs, database activity, configurations, credentials, schedules, input files, and downstream dependencies; restore service and confirm the business outcome.
• Plan safe restarts and reruns by identifying completed, missing, duplicated, or partially processed data and validating recovery through counts, reconciliations, exception review, and downstream confirmation.
• Develop, test, deploy, and maintain Python and PostgreSQL ETL, batch, API, reporting, document-processing, and vendor file-transfer workflows using REST APIs, SFTP, SMB, and other approved methods.
• Operate and troubleshoot Jenkins pipelines and schedules, Docker containers, AWS services, Git/GitHub workflows, environment configurations, and secure credential access.
• Translate servicing business rules, exceptions, controls, and acceptance criteria into safe technical changes; support Sagent/LoanServ.
• Triage concurrent incidents, tickets, support email, instant messages, vendor communications, and planned work according to borrower, payment, financial, compliance, deadline, and downstream impact.
• Communicate status, risks, dependencies, next steps, and follow-up times clearly, and coordinate directly with business users, vendors, and technology teams through resolution.
• Maintain concise requirements, test evidence, runbooks, recovery procedures, and troubleshooting notes; participate in peer review and knowledge sharing.
• Participate in the established on-call rotation and respond to time-sensitive production issues within team expectations.

What you will need to join Cascade:

• Three or more years of professional experience supporting production Python and SQL/PostgreSQL processes.
• Demonstrated experience reading, debugging, testing, and safely modifying code and queries written by other developers.
• Experience supporting scheduled ETL, batch, API, database, reporting, or vendor file-transfer processes in a production environment.
• Production experience with job orchestration or scheduling, Docker or comparable containers, Git-based source control, and AWS or comparable cloud infrastructure.
• Demonstrated ability to protect data integrity during database changes and failed-job recovery, including safe reruns and reconciliation.
• Ability to independently learn unfamiliar processes quickly, manage an interrupt-driven workload, and communicate clearly with technical and nontechnical stakeholders.

Desired Skills:

• Two or more years of experience in mortgage servicing or another regulated financial operation.
• Experience with Sagent/LoanServ, LoanServ scripting, or another loan servicing platform, and both traditional mortgage and Chattel loan processes.
• Experience with Microsoft Power Apps, Power Automate, SharePoint, JavaScript, or HTML.
• Experience with document-management platforms, ticketing systems, external servicing vendors, or DevOps pipelines; Jenkins experience is preferred.

How success is measured

• Incidents and requests are acknowledged, prioritized, communicated, and completed within the SLA or by the designated due date; tickets, email, vendor follow-ups, and commitments remain current.
• Scheduled processes run accurately and on time, and failures are recovered without duplicate, missing, or incorrect servicing data.
• Changes are tested, reviewed, documented, and deployed with appropriate controls, and support knowledge is not dependent on one person.
• The analyst demonstrates integrity, initiative, flexibility, accountability, teamwork, service, dependable attendance, continuous learning, and increasing independence.