Note: The job is a remote job and is open to candidates in USA. The company is confidential and is seeking a Business Analyst to support its IT Service Management team. The role serves as a liaison between home lending business stakeholders and Technology teams, managing service tickets, remediating loan-related issues, analyzing trends, supporting escalations, and documenting processes. The position is fully remote and available in Pittsburgh, Strongsville, Dallas, and Birmingham.
Responsibilities
- Candidate will be serving as the liaison between home lending business stakeholders (Sales & Operations teams) and Technology teams by working service tickets & remediating issues on customer loans (mortgage & home equity lines of credit)
- Analyze ticketing data to identify trends, recurring issues, and opportunities for improvement
- Provide escalation support and ensure business stakeholders receive clear, professional communication
- Manage daily ITSM operations including incident, request, problem, and change processes
- Document processes, workflows, standard operating procedures, and knowledge base content
- Coordinate and complete manual tasks after automation, system or service disruptions
Skills
- Ability to simplify complex technical concepts for business partners
- Technical troubleshooting and independent problem solving
- Strong customer service focus, including building rapport, handling frustration, and increasing end user satisfaction
- Ability to identify trends and patterns in data to assist with decision-making
- Skill in documenting problems & procedures
- Understanding how to integrate AI (CoPilot, Power Automate) to improve internal processes
- High School diploma is required
- Knowledge of mortgage or consumer lending bank operations
- Familiarity with service management tools (e.g., ServiceNow)
- Knowledge of IT service management functions
- Customer service or help desk support
- Experience using home lending loan origination & point of sale systems (e.g., Empower, Encompass, Blend)
- Bachelor's degree or relevant experience is a plus
Benefits
- Ability to work remote: Yes – position open to fully remote. However, if candidate is hired as FTE the expectation would be that they would come into a Tech Hub (if they are located near tech hub) 5 days a week upon FTE hire.
Company Overview
Company H1B Sponsorship