Key Responsibilities:
L2 Support Responsibilities:
- Provide functional and technical support for the Newgen Loan Origination System (LOS).
- Investigate, analyze, and resolve user-reported issues related to loan origination workflows.
- Conduct root cause analysis (RCA) for system issues and escalate unresolved cases to L3 support if required.
- Assist in system configuration, parameter tuning, and business rule management.
- Support User Acceptance Testing (UAT) and production deployments for system updates.
- Coordinate with internal IT, business teams, and vendors to ensure efficient resolution of issues.
- Document incident reports, known errors, and resolution steps for future reference.
- Monitor system performance, batch jobs, and integrations to ensure smooth operations.
Skills & Qualifications:
- 5-10 years of experience in Newgen Loan Origination System (LOS) L2 support.
- Strong knowledge of loan origination processes, credit assessment, and approval workflows.
- Experience in incident management, troubleshooting, and resolution of LOS-related issues.
- Hands-on experience with Newgen BPM (Business Process Management) platform.
- Proficiency in SQL queries, database troubleshooting, and system logs analysis.
- Familiarity with API integrations, web services, and middleware solutions.
- Strong understanding of ITIL processes: Incident Management, Problem Management, and Change Control.
- Excellent communication and stakeholder management skills to liaise with business and technical teams.
Preferred Qualifications:
- Experience working with banking and financial services industry in loan origination systems.
- Knowledge of Newgen Omniflow, OmniDocs, and integration with core banking systems.
- Exposure to cloud-based LOS deployments (Azure, AWS, or Newgen SaaS solutions).
- ITIL or relevant industry certifications in application support or service management.