Technical Business Analyst Continuous Improvement #1043794
Job Description:
POSITION OVERVIEW: 
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.
 
These analysts will operate as independent contributors who can work closely with Operations, Product, Engineering, Training, and vendor partners. They will 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 combines strong analytical skills, clear communication, and a passion for process improvement—while being comfortable working in a growing, evolving environment.
 
ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Continuous Improvement & Business Analysis
  • 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 and 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.
• Operational Reviews
  • 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 experience.
  • Funnel roadmap items into the intake and prioritization pipeline for configuration or development work.
• Cross-Functional Collaboration
  • Work closely with Operations leadership to refine requests and ensure alignment on priorities.
  • Partner with Engineering and Product teams to support development through clarification of requirements, sprint planning, and solution review.
  • Coordinate with Training 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.
• Testing, QA, and Release Support
  • 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.

 
QUALIFICATIONS AND EXPERIENCE:
Required

• Mortgage servicing experience.
• 2-4 years of experience as a Business Analyst.
• 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.
• Comfort working in a dynamic, evolving process environment.

Preferred

• Experience with LoanServ.
• Experience with Azure DevOps (ADO) or similar tools.
• Experience using Lucid or similar process mapping tools.
• Experience in call center environments, including understanding of call flows, training processes, or performance metrics.
• Experience with workforce management technologies or staffing models.
• Experience with Salesforce or similar CRM platforms.
• Exposure to omnichannel communication systems (chat, messaging, IVR, email, SMS).
• Experience working with borrower portals or customer-facing platforms.
• Experience performing structured operational reviews or continuous improvement work.
• Familiarity with agile methodologies (Scrum, Kanban, SAFe).
• Ability to create and execute UAT or QA test plans.

 
Additional Info:
 
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is a financially strong, privately held company that is 100% consultant and client focused, operating in nearly half of the states in the U.S., Europe and India.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
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AI & Hiring Disclosure
We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.
All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.
If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.
Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.
To learn more or exercise your rights, please contact us at info@fasttek.com.