Production Support Analyst (3844) in Dallas, TX at Mr. Cooper

Date Posted: 7/23/2018

Job Snapshot

  • Employee Type:
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!


The Production Support Analyst is responsible for providing application support for Mr. Cooper, Nationstar, & Xome’s internally developed sites, applications, and services which focus around mortgage servicing and mortgage originations.


  • Provide incident and request fulfillment with a customer service focus.
  • Work tickets to resolution, collaborating with business and technology teams as needed, and escalating to management when appropriate.
  • Documents all items clearly and concisely within the ITSM system.
  • Ability to work with remote teams and work with minimal supervision while fielding calls and emails from customers and team members.
  • Maintain knowledge management system.
  • Assist business analysts, agent relationship managers, developers or other team members on application projects.
  • Work with business partners to define standard operating procedures.
  • Heavy reporting and analytics.
  • Application support stakeholder during outage and problem management.
  • Minimal nights/weekends/on-call.
  • Perform other duties as assigned.


  • Customer Focus:  Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Integrity and Trust:  Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.
  • Composure:  Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
  • Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
  • Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
  • Technical Learning: Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.
  • Good written, verbal, interpersonal, presentation skills.
  • Ability to communicate among technical and non-technical employees, and process orientation skills
  • A customer driven approach and good customer management skills
  • Ability to work autonomously and under pressure
  • Ability to multi-task, be highly organized, and work independently
  • Ability to identify problems and apply creative solutions


  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
  • Experience with Citrix, Office365, Outlook, Wintel/Apple
  • General HW/SW Troubleshooting experience required
  • The following Certifications are preferred: A+, N+, ITIL v3, MCSA/MCSE/MCP
  • At least 1 year of related customer service experience
  • Regular movement and lifting of both PC CPUs and Monitors
  • Movement and lifting of Computer Hardware
  • Additional lifting is required for this job – up to 50 lb

Job Requisition ID:


Job Category:

Information Technology

Primary Location City:


Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:


Additional Posting Location(s):

MacArthur 121 East - Lewisville TX

Alternate Requisition: