About

• Who We Are Join a dynamic and supportive team where you’ll play a key role in delivering exceptional service to our valued clients. As a growing global organisation, we offer real opportunities for career progression and development across Operations, IT, Sales, Legal, Finance, and Shared Services in Australia and New Zealand. We pride ourselves on a flexible and friendly work environment built on collaboration, accountability, and strong team culture. We’re proud to have been awarded the Great Place to Work Certification for the fourth consecutive year. This achievement reflects our people, our progress, and the inclusive culture we continue to shape together. Your voice matters here, and we’re committed to continuously improving and ensuring this remains a workplace where you can thrive. If you’re looking to grow your career in a professional and empowering environment, we’d love to hear from you. Job Summary The Operations SME will be responsible for the collaboration between the business and clients with regards to technology requests, testing and deployment. They are required to perform automated and manual testing to ensure the software created by our developers is fit for purpose and meets the client’s needs. This role also includes the analysis of specifications, software and systems to ensure the mitigation of risk and prevent software issues. The role operates in a fast paced, deadline driven environment and works collaboratively with management to ensure the delivery of service excellence to our stakeholders. About The Role In this role, you’ll act as a key link between clients and the business, ensuring technology solutions meet expectations and deliver real value. Your responsibilities will include: Managing client expectations for IT initiatives and collaborating to translate requirements into clear business rules. Participating in client meetings and software development forums to support effective outcomes. Designing and documenting workflows, performing gap analysis, and validating user stories for feasibility. Detecting and tracking software defects, providing timely solutions, and ensuring documentation reflects client needs. Coordinating User Acceptance Testing (UAT) and obtaining client sign-off for deliverables. Preparing and communicating IT release documentation, training materials, and coaching end-users post-implementation. Performing risk assessments, maintaining version control, and ensuring compliance with risk frameworks during IT releases. About You You’re a detail-oriented professional with strong technical and mortgage expertise, ready to thrive in a dynamic environment. To succeed in this role, you’ll bring: Solid knowledge of the end-to-end mortgage process. Strong technical aptitude with the ability to quickly understand IT systems and processes. Experience working in a project environment or contributing to projects. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences. Exceptional problem-solving skills and the ability to think critically and anticipate challenges. Highly developed stakeholder management skills, with the ability to build and maintain effective relationships. Strong time management, planning, and organisational skills, with keen attention to detail. Ability to work independently in a fast-paced environment and manage competing priorities effectively. Experience using computer-based workflow management tools. What We Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. We’re committed to supporting your personal and professional growth through meaningful benefits, recognition programs, and a workplace culture that values wellbeing, connection, and development across Australia and New Zealand. HERE’S WHAT SETS US APART: Employee Assistance Program (EAP) Employee Referral Program Flu Vaccination Program Fundraising Challenges Social Teams & Events Tenure Recognition Program Rewards and Recognition Program Training & Development Discounted First Title Insurances At FMS, we have a team of over 300 people located throughout Australia and New Zealand, as well as support from First American in the US. Together, we strive to achieve the best outcome possible for our clients and their customers. We’re proud to have been awarded the Great Place to Work Certification for the fourth consecutive year. This achievement reflects our people, our progress, and the inclusive culture we continue to shape together. Supporting the financial sector since 2001 At FMS, we specialise in delivering the full range of mortgage processing and administration services. For over 20 years, we’ve provided financial institutions with a broad range of services, including mortgage processing, FASTRefi title insurance, conveyancing and BPO processing. We’re proud of the strength of our brand, strong parent backing from First American, long term client relationships and our proven specialist capability across the mortgage fulfilment value chain.