Technical Business Analyst – Mortgage

About the role
We’re looking for a Technical Business Analyst to support production mortgage lending systems, focusing on Home Equity Lines of Credit (HELOC). You’ll be the bridge between business users, customers, and technical teams: triaging production issues, analyzing root causes, translating business needs into clear requirements, and keeping stakeholders informed until issues are resolved.
What you’ll do
    •    Provide day-to-day production support for mortgage and HELOC origination and servicing applications, including issue intake, triage, prioritization, and resolution tracking
    •    Investigate defects and data issues using logs, SQL queries, and application tools; identify root cause and coordinate fixes with development teams
    •    Gather, analyze, and document business and functional requirements, user stories, and acceptance criteria for enhancements and fixes
    •    Serve as a primary point of contact for customers and business users, communicating status, impact, and workarounds clearly and promptly
    •    Support UAT, regression testing, and release validation
    •    Maintain support documentation, runbooks, and knowledge articles
    •    Identify recurring issues and recommend process or system improvements
What you bring
    •    Extensive experience in the mortgage industry, with deep subject-matter knowledge of HELOC products, including draw and repayment periods, variable rate and index/margin changes, credit line management, payment calculations, and servicing lifecycle
    •    Proven experience in a production support and/or technical BA role
    •    Ability to write and run SQL queries to research and validate data
    •    Experience with ticketing and project tools such as ServiceNow, Jira, or Azure DevOps
    •    Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical audiences
    •    Demonstrated experience communicating and collaborating directly with customers and business stakeholders
Nice to have
    •    Experience with mortgage platforms such as Black Knight MSP, Encompass, Sagent, FICS, or similar
    •    Familiarity with mortgage regulations (TILA/Reg Z, RESPA, ECOA, HMDA)
    •    Agile/Scrum experience
    •    Experience supporting integrations, APIs, or batch processing