Job Summary:

The Business Analyst will serve as a liaison between Home Lending business stakeholders, including Sales and Operations teams, and Technology teams. This role will manage service tickets and remediate issues related to customer loans, including mortgages and home equity lines of credit. The Business Analyst will analyze ticketing data to identify trends, recurring issues, and opportunities for improvement, while providing escalation support and ensuring clear, professional communication with business stakeholders.

The Business Analyst will also manage daily ITSM activities, including incident, request, problem, and change processes. Responsibilities include documenting processes, workflows, standard operating procedures, and knowledge base content, as well as coordinating and completing manual tasks following automation, system, or service disruptions.

Length of Assignment: 3 month contract to start. *Opportunity for a temp to hire position but must be able to work onsite at one of the following locations: Pittsburgh, PA, Cleveland, OH, Phoenix, AZ or Dallas, TX.

Pay rate: $34/hr.

Hours: Monday – Friday, 8:00am – 5:00pm *Must work EST or CST hours.

Location: 100% remote for the contract position.

Essential Functions:

• Conducts research; collects and interprets business requirements, and participates in the development and review of processes and procedures, workflow analytics, and reporting.
• May analyze information technology requirements in business processes.
• Assists in obtaining and identifying the business requirements needed to carry out and improve applicable business processes.
• Translates business needs, processes and procedures into a workable system, and may articulate on specific software requirements by communicating about these requirements with applicable stakeholders.
• Under supervision, develops and maintains all applicable policy and procedure documentation, and, as applicable, documents for IT applications, system specifications and test plans, according to existing standards and methodologies.
• May work closely with business and technology staff to deliver project results while implementing risk analysis and meeting required deliverables.
• Supports the development, analysis and distribution of relevant reporting.
• Customer Focused – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk – Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support the Enterprise Risk Management Framework.

Required Qualifications:

• Bachelors degree or related discipline required.
• Ability to identify trends and patterns in data to assist with decision-making.
• Ability to simplify complex technical concepts for business partners.
• Skill in documenting problems & procedures.
• Strong customer service focus, including building rapport, handling frustration, and increasing end user satisfaction.
• Technical troubleshooting and independent problem solving.
• Understanding how to integrate AI (CoPilot, Power Automate) to improve internal processes.

Preferred Qualifications: 

• Customer service or help desk support.
• Experience using home lending origination & point of sales systems (e.g., Empower, Encompass, Blend).
• Familiarity with service management tools (e.g., ServiceNow).
• Knowledge of IT service management functions.
• Knowledge of mortgage or consumer lending bank operations.

Choice One Staffing Group offers medical, holiday pay, vacation pay, referral bonuses and pre-employment preparation. Choice One Staffing Group, Inc. is an equal opportunity employer that prohibits employment discrimination based on race, color, religion, sex, national origin and ancestry, individuals who are 40 years of age and older or qualified individuals with disabilities.