Junior System Administrator (Consumer Direct… at Mutual of… · Remote

Summary: Mutual of Omaha Mortgage is a Fortune 300 Company committed to responsible lending and customer care. They are seeking a Junior System Administrator to support the administration and optimization of Consumer Direct platforms, focusing on system access management, incident response, and platform troubleshooting. Responsibilities: - Administer and support critical SaaS platforms (Relcu, Five9, and Botsplash), ensuring system availability, performance, and reliability - Manage end-to-end user lifecycle processes including provisioning, deprovisioning, role-based access control (RBAC), and permission auditing - Monitor and triage incoming support tickets; perform root cause analysis and resolve Tier 1/Tier 2 system issues - Troubleshoot platform-level issues including user access errors, data inconsistencies, workflow failures, and integration issues - Escalate and coordinate resolution of critical incidents with internal leadership, including the VP of Consumer Direct Platforms, VP of Sales Technology, EVP of Strategy, and external vendors if necessary - Assist in maintaining system integrations and data flow between CRM and communication platforms - Generate and analyze operational reports related to system usage, user activity, and performance metrics - Collaborate with division leaders and stakeholders to support system enhancements, deployments, and platform-related initiatives - Maintain system documentation including standard operating procedures (SOPs), configuration changes, and Wrike Tasks - Support audit and compliance efforts by ensuring proper access controls and data integrity across systems Required Qualifications: - Minimum 1 year of hands-on CRM administration experience within the mortgage industry - Working knowledge of SaaS application administration, including user management, workflow configurations, and permission structures - Experience with ticketing systems (e.g., Jira, ServiceDesk) or similar project management tools - Strong troubleshooting skills with the ability to diagnose system, user, telephony, and data-related issues - Basic understanding of system integrations, APIs, and data synchronization between platforms - Proficiency in Microsoft Excel or similar tools for reporting and data analysis - Strong organizational skills with the ability to manage multiple concurrent tasks and priorities Preferred Qualifications: - 1 year of experience with Relcu, Five9, and Botsplash platforms - Experience with SQL, reporting tools, or data visualization platforms (Power BI, Tableau, Metabase) - 1 year of previous mortgage experience, preferably in Sales Operations, Technical Support, or Marketing support Required Skills: CRM administration, Mortgage industry knowledge, SaaS application administration, User provisioning, Role-based access control, Permission auditing, Ticketing systems, Jira, ServiceDesk, System troubleshooting, API integration, Data synchronization, Microsoft Excel, Relcu, Five9, Botsplash, SQL, Power BI, Tableau, Metabase Benefits: Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service., Paid Sick Time — 40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed., 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday), Multiple PPO Medical Plans, as well as HDHP eligible plan., Dental Coverage, Vision Coverage, Company Paid Life Insurance, 401K with a generous employer match, Additional Benefits including – Optional Life, FSA, Pet Insurance etc., Free Legal Services, Employee Loan Program, 100% Remote