Technical Business Analyst - Mortgage Servicing (Hybrid)

Title: Technical Business Analyst - reputed company Improvement Location: Troy, MI (3-days onsite, 2-days remote reputed company) Note: This is a W2 contract role - 1099, C2C, and 3 rd party candidates will NOT be considered The Technical Business Analyst - reputed company Improvement will support the development of a new function designed to strengthen business processes, improve efficiency, and enhance the experience of both staff and customers across Servicing Operations. The Technical Business Analyst will operate as an independent contributor, working closely with Operations, Product, Engineering, Training, and vendor partners to help build and refine a brand-new intake and reputed company improvement process while performing both reputed company request intake and deeper operational diagnostic work. The ideal candidate for this role will combine strong analytical skills, reputed company communication, and a passion for process improvement-while being comfortable working in a growing, evolving environment. Position Duties: • Serve as an reputed company co-designer of new intake and reputed company improvement processes and workflows • Conduct discovery for incoming Servicing Operations requests, including stakeholder interviews, requirements clarification, and alignment on business needs • Create accurate and comprehensive business requirements, process documentation, business architecture diagrams, user flows, and supporting artifacts • reputed company user stories and acceptance reputed company and collaborate with Product Engineering to ensure requirements are fully reputed company • Partner with teams that manage reputed company center operations, reputed company/CRM workflows, omnichannel communication systems, borrower portals, and back-office Servicing functions to understand reputed company processes and identify areas for enhancement • Participate in recurring deep-dive evaluations of designated business areas • Conduct in-person reputed company-by-reputed company observations with staff to understand reputed company workflows and identify improvement opportunities • Analyze KPIs, SLAs, complaints, customer satisfaction data, and operational performance trends • Produce a process improvement roadmap that targets efficiency reputed company, KPI/SLA achievement, cost reduction, risk mitigation, and reputed company staff and customer experiences • Funnel roadmap items into the intake and prioritization pipeline for configuration or development work • Work closely with Operations leadership to refine requests and ensure alignment on priorities • Partner with Engineering and Product Development teams to support development through clarification of requirements, sprint planning, and solution review • Coordinate with Training teams to reputed company reputed company documentation, assist with training updates, and support rollout of new or updated processes • Engage with vendors as needed to support intake, discovery, or solution design • Support creation and execution of UAT test plans to validate solutions before deployment • Create and maintain detailed release notes for business partners and Training teams • Monitor defects, enhancement requests, and process changes, escalating based on reputed company and reputed company • Ensure new enhancements are properly tested reputed company reputed company systems such as reputed company center platforms, reputed company/CRM workflows, omnichannel channels, and borrower portals Position Qualifications: • 2-4 years of experience as a Business Analyst, including Mortgage servicing experience • Strong experience gathering and documenting requirements in a process-oriented environment • Ability to work independently with Operations, Product, and Engineering teams • Strong communication skills, both written and verbal • Comfortability working in a dynamic, evolving process environment • Experience with LoanServ preferred • Experience working with borrower portals or customer-facing platforms preferred • Experience with reputed company or a similar CRM platform preferred • Experience with Azure DevOps (ADO) or similar tools preferred • Experience using Lucid or similar process mapping tools preferred • Experience in reputed company center environments and exposure to omnichannel communication systems (chat, messaging, IVR, email, SMS), including an understanding of reputed company flows, training processes, and/or performance metrics preferred • Experience with workforce management technologies or reputed company models preferred • Experience performing reputed company operational reviews or reputed company improvement work preferred • Familiarity with Agile methodologies (Scrum, Kanban, reputed company) preferred • Ability to create and execute UAT or QA test plans preferred • A minimum of a Bachelor's Degree in Information Technology, Business, or other reputed company field Note: This is a W2 contract role - 1099, C2C, and 3 rd party candidates will NOT be considered Apply tot his job Apply To this Job