Bus Analyst - Contractor

Job Summary
Job Responsibilities:Condu

Job Description
Job Responsibilities:
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.

Skills:
Data Analytics
Business Needs
Waterfall Model
Decision Making
Management Reporting
Business Processes
Prioritization

Education/Experience:
Bachelors degree or related discipline required.
1%2B years experience required

Additional Job Responsibilities
Job going on hold for shortlisting 8/21/2026 9:45 am Position Title: Bus Analyst,
Position Location: PA,
Provide locations: Preferred  Tech Hubs: 1. Pittsburgh PA - Two  Plaza, 2. Cleveland OH - Strongsville Technology Center, 3. Birmingham AL - Birmingham - Brock, 4. Phoenix Biltmore. 5. Dallas, TX,
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.,
Acceptable time zone(s): must work EST or CST hours.,
Days of the week: Monday Friday,
Working Hours: 8 am start time.,
OT: No,
Travel: No,
Intended length of Assignment: 3-month contract to start.,
Reason for open position: Additional workload,

Potential for Contract Extension: Yes,
This position is contract with the right to hire if a need becomes available. Managers will only look at candidates that are open to converting to a full-time  employee.  will not sponsor work visas if the decision is made to hire the contingent worker.,
Function of the Group: IT Service Management team,
Initiatives/Projects: N/A,
Industry background: IT Service Management or Operational background,
Team Dynamic: working in a team of 8,

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:
Ability to simplify complex technical concepts for business partners.
Technical troubleshooting and independent problem solving
Strong customer service focus, including building rapport, handling frustration, and increasing end user satisfaction
Ability to identify trends and patterns in data to assist with decision-making.
Skill in documenting problems & procedures
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),

Soft Skills:
Excellent written and verbal communication skills
Great customer service,

Education/Certifications:
High School diploma is required. Bachelors degree or relevant experience is a plus.,
Screening Questions: Please describe your career objective.,

Role Differentiator: N/A,
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  Experience 4. Location,