Business Analyst

Business Analyst
Provide locations: Pittsburgh, PA, 15222 / Strongsville, OH, 44136 / Dallas, TX, 75234 / Birmingham, AL, 35233

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.

Pay Rate: $25-30/hr. on W2 ONLY

Length of Assignment: 3 months contract to start.

Function of the Group: IT Service Management team
Industry background: IT Service Management or Operational background

Roles and 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.

Must Have Technical Skills (3 - 5 years of experience Required):
1. Ability to simplify complex technical concepts for business partners.
2. Technical troubleshooting and independent problem solving.
3. Strong customer service focus, including building rapport, handling frustration, and increasing end user satisfaction.
4. Ability to identify trends and patterns in data to assist with decision-making.
Skill in documenting problems & procedures.
5. Understanding how to integrate AI (CoPilot, Power Automate) to improve internal processes.

Flex Skills/Nice to Have:
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)

Education/Certifications: High School diploma is required. Bachelor's degree or relevant experience is a plus.

Pre-Screening Questionnaire: Please describe your career objective.

Interview Process: Initial interview with HM and team lead, with a writing prompt at the end (prompt given to candidate and they will formulate email response). If second round interview is required, it would be with HM panel.

Hiring Manager Stack Ranking of Importance (Most Important to Least Important): 1. Skills 2. Rate 3. Prior Client Experience 4. Location