Business Analyst

Dexian is a leading provider of staffing, IT, and workforce solutions. They are seeking a Business Analyst with an IT Service Management or operational background to document and identify gaps in business processes through process mapping and support process improvement and operational efficiency.

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
• 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

Requirements:

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