Job Title: Business Analyst
Location: Remote
Job Summary: We are seeking a results-driven professional to bridge communication and operational gaps between business stakeholders and technology teams. Our team values individuals who excel at analyzing data, solving complex problems, and ensuring clear, professional communication across service management operations.
Responsibilities:
- Serve as the liaison between home lending business stakeholders and technology teams, working service tickets and resolving customer loan issues.
- Analyze ticketing data to identify trends, recurring issues, and improvement opportunities within IT service management.
- Manage daily ITSM operations, including incident, request, problem, and change processes, while documenting workflows and knowledge base content.
- Coordinate and execute manual tasks following automation, system updates, or service disruptions to maintain business continuity.
Required:
- Proven ability to simplify complex technical concepts for business partners and provide technical troubleshooting and independent problem solving.
- Demonstrated experience with customer service, including building rapport, managing user frustrations, and increasing end user satisfaction.
- Strong skills in identifying trends and patterns in data to support decision-making and documenting problems and procedures.
- High school diploma required, understanding of how to integrate AI tools (such as CoPilot or Power Automate) to enhance internal processes is essential.
About SSI People: With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from SSi People and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here: SSi People Privacy Policy