Junior System Administrator (Consumer Direct Platforms)

Junior System Administrator (Consumer Direct Platforms) Company Summary Mutual of Omaha is a Fortune 300 Company. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees. Mutual of Omaha Mortgage is a full-service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below! Position Overview We are seeking a technically capable Junior System Administrator to support the administration, maintenance, and optimization of our Consumer Direct platforms. This role will focus on system access management, incident response, platform troubleshooting, lead management optimizations, and operational support across key systems including Relcu, Five9, and Botsplash. This position requires hands-on experience with CRM & contact center platforms—preferably within the mortgage industry—and a strong foundation in SaaS environments, user provisioning, and system workflows. The ideal candidate is highly detail-oriented, analytical, and comfortable working in a fast-paced production environment. Key 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. The salary range for this position is $60,000-$85,000 annually. Mutual of Omaha Mortgage is an Equal Opportunity Employer, and we encourage diverse, talented, qualified applicants to apply. We offer an extensive compensation package. Benefits include: 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