Technical Business Analyst - Mortgage Servicing (Hybrid)

Title : Technical Business Analyst – Continuous Improvement

Location : Troy, MI (3-days onsite, 2-days remote hybrid schedule)

Note : This is a W2 contract role – 1099, C2C, and 3 rd party candidates will NOT be considered

The Technical Business Analyst – Continuous 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 continuous improvement process while performing both structured request intake and deeper operational diagnostic work.

The ideal candidate for this role will combine strong analytical skills, clear communication, and a passion for process improvement—while being comfortable working in a growing, evolving environment.

Position Duties :

Serve as an active co-designer of new intake and continuous 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

Develop user stories and acceptance criteria and collaborate with Product Engineering to ensure requirements are fully understood

Partner with teams that manage call center operations, Salesforce / CRM workflows, omnichannel communication systems, borrower portals, and back-office Servicing functions to understand current processes and identify areas for enhancement

Participate in recurring deep-dive evaluations of designated business areas

Conduct in-person side-by-side observations with staff to understand current workflows and identify improvement opportunities

Analyze KPIs, SLAs, complaints, customer satisfaction data, and operational performance trends

Produce a process improvement roadmap that targets efficiency gains, KPI / SLA achievement, cost reduction, risk mitigation, and enhanced 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 provide clear 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 priority and impact

Ensure new enhancements are properly tested within related systems such as call center platforms, Salesforce / 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 Salesforce 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 call center environments and exposure to omnichannel communication systems (chat, messaging, IVR, email, SMS), including an

understanding of call flows, training processes, and / or performance metrics preferred

Experience with workforce management technologies or staffing models preferred

Experience performing structured operational reviews or continuous improvement work preferred

Familiarity with Agile methodologies (Scrum, Kanban, SAFe) 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 related field

Note : This is a W2 contract role – 1099, C2C, and 3 rd party candidates will NOT be considered