Note: The job is a remote job and is open to candidates in USA. Scalence L.L.C. 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, manages service tickets and ITSM processes, analyzes ticketing trends, provides escalation support, and documents operational procedures. The position is fully remote and supports locations in Pittsburgh, Pennsylvania; Strongsville, Ohio; Dallas, Texas; and Birmingham, Alabama.
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
Benefits
- Ability to work remote: Yes – position open to fully remote.
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