Bus Analyst - Contractor

Job Title: Business Analyst

Work Arrangement: Fully remote (must work EST or CST hours)

Schedule: Monday - Friday, starting at 8:00 AM

Pay Range:$25 - $33 hourly on w2

Position Overview

We are seeking a Business Analyst with an IT Service Management or operational background to document and identify gaps in business processes through process mapping, illustrating both current and future states. This role involves close collaboration with business stakeholders and technology teams, supporting process improvement, issue resolution, and operational efficiency.

Key Responsibilities

• Identify and analyze business problems; define scope of activities including requirement definition, process review, impact assessment, and operational streamlining.
• Participate in all project aspects, including:




• Documentation of project needs
• Analysis/research of needs and solutions
• Identifying technology and business solutions
• Gathering, documenting, and updating business requirements
• Reviewing workflow process mapping
• Developing business testing strategies and executing test plans
• Recommending and implementing solutions




• Manage project documentation (implementation plans, issue logs, process maps) and document process flows and gaps.
• Assess, research, analyze, and document stakeholder needs.
• Support Project Manager through planning, execution, control, and closing phases.
• Build and maintain strong relationships with business partners and internal/external teams.
• Identify, escalate, and manage issue resolution.

Additional Role Responsibilities

• Serve as liaison between home lending business stakeholders (Sales & Operations) and Technology teams.
• Work service tickets and remediate issues on customer loans (mortgage & home equity lines of credit).
• Analyze ticketing data to identify trends, recurring issues, and improvement opportunities.
• Provide escalation support with clear, professional communication.
• Manage daily ITSM operations including incident, request, problem, and change processes.
• Document processes, workflows, SOPs, and knowledge base content.
• Coordinate and complete manual tasks after automation or system/service disruptions.

Required Skills

• Knowledge of business process modeling and process mapping
• Strong business requirements documentation skills
• Experience developing detailed process maps for requirements gathering, gap analysis, and training
• Ability to resolve minor conflicts/issues prior to escalation
• Strong collaboration skills facilitation and presentation skills
• Ability to simplify complex technical concepts for business partners
• Technical troubleshooting and independent problem solving
• Ability to identify trends and patterns in data
• Skill in documenting problems and procedures
• Understanding of integrating AI tools (CoPilot, Power Automate) into processes

Nice-to-Have Skills

• Knowledge of mortgage or consumer lending operations
• Familiarity with service management tools (e.g., ServiceNow)
• Knowledge of IT service management functions
• Customer service/help desk support experience
• Experience with loan origination and POS systems (e.g., Empower, Encompass, Blend)

Education & Experience

• High School diploma required
• Bachelor's degree in business, Finance, Engineering, Science, Math, or equivalent experience preferred
• 2-4 years of relevant experience
• Experience across project lifecycle and understanding of project management methodologies

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.