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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Operations & Support Analyst - **Company:** EMERGENT STAFFING, LLC - **Location:** Washington, DC, United States - **Experience:** Experienced - **Salary:** $72,800.0 - $104,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Business Systems, Databases, Monitoring of Systems, Knowledge Management, SQL Databases, Systems Integration, Enterprise Software Applications, Reliability of Systems, Servicenow - **Published:** June 23, 2026 - **Apply:** https://jobs.emergentsoftware.net/o/application-operations-support-analyst ## About the Role * 3+ years of experience supporting enterprise applications or business systems * Background in mortgage servicing, lending, mortgage banking, or financial services * Hands-on experience with ServiceNow across incident, problem, change, and knowledge management * Strong understanding of SLA management, ticket lifecycle processes, and escalation frameworks * Excellent analytical and troubleshooting skills * Experience collaborating with business users, vendors, and cross-functional teams * Strong written and verbal communication skills * Ability to manage competing priorities in a fast-paced environment Nice to Have * Knowledge of mortgage servicing regulations, compliance, and investor requirements * Experience with SQL, APIs, databases, or system integrations * Familiarity with ITIL frameworks and ITSM practices * Experience supporting system releases, testing, and change management * Background creating technical documentation and knowledge resources ## Description **This position is a contract position with the possibility of converting to hire. Candidates must reside in Minneapolis-Saint Paul, MN or Washington, D.C. Candidates must be available to work in the U.S. without sponsorship or visa.** Our client is seeking an Application Operations & Support Analyst to maintain and support business-critical systems within a mortgage servicing environment. This role works closely with both technical teams and business stakeholders to resolve issues, ensure system reliability, manage ServiceNow workflows, and deliver consistent, high-quality application support across enterprise platforms. This position is well suited for someone with experience in application support, incident response, SLA-driven operations, and mortgage or financial services environments., * Deliver day-to-day application support by diagnosing and resolving technical and functional issues across systems, integrations, databases, and workflows. * Manage incidents, requests, problems, and changes within ServiceNow, ensuring complete documentation, clear communication, and ownership from intake through resolution. Maintain strong adherence to SLAs and escalation protocols. * Monitor system performance, health, and integrations to proactively identify risks, recurring issues, and performance trends. Perform root cause analysis and escalate concerns early to minimize operational impact. * Support system updates including testing, releases, patches, and change management activities to maintain stability and performance. * Partner with business users, Product Owners, vendors, and technical teams to gather requirements, support mortgage servicing operations, and deliver solutions aligned with business needs and regulatory expectations. * Communicate effectively by translating technical challenges into clear, business-friendly updates for stakeholders. * Develop and maintain documentation including knowledge base articles, process guides, and support procedures. * Analyze ServiceNow ticket data and trends to identify improvement opportunities, refine workflows, and enhance overall system reliability and user experience. ## Related Videos - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1520-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [TiDB, One Layer at a Time: How Distributed SQL Became an Agentic AI Backbone](https://www.wearedevelopers.com/videos/100117-tidb-one-layer-at-a-time-how-distributed-sql-became-an-agentic-ai-backbone) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know)