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About the Role

The Servicing Systems Analyst III is a senior individual contributor who proactively leads problem resolution across business units, drives process improvements, and serves as a go-to SME for MSP and related Servicing applications. This role showcases informal leadership—coaching peers, coordinating decisions across stakeholders, and championing challenging conversations to align on the right path forward. The Analyst III brings a deep command of MSP configuration, data, and reporting (e.g., Passport queries/SQL), and uses this knowledge to anticipate issues, accelerate delivery, and raise the quality bar for the team.

Responsibilities

Proactively surface risks and issues, organize decision forums, and facilitate consensus across Servicing business units and vendors; recap decisions and cascade updates to the Servicing Systems Support team.
Demonstrate deep MSP expertise and strong knowledge of application data; write/interpret SQL and/or Passport queries; translate data into insights that guide corrective actions and process changes.
Identify friction points in workflows, propose pragmatic solutions, pilot process changes, measure outcomes, and present recommendations to earn team buy-in.
Scope complex test scenarios, mentor Analysts I/II on effective resolution patterns, and ensure risk-based coverage for MSP changes and related applications.
Draft and maintain standards for requirements capture, testing, issue triage, and communications; coach peers to adopt them.
Represent Servicing Systems in projects/initiatives that impact servicing operations; manage your stream of work with clear timelines, risks, and stakeholder updates.
Engage with vendors (e.g., MSP solution teams) to resolve issues efficiently; escalate with evidence-based narratives and recommended actions.
Create high-quality documentation, run brown-bag sessions, and maintain a living knowledge base that upskills the team.

Requirements

Typically 5+ years in Mortgage Servicing systems; experience with servicing processes that interact with MSP and adjacent applications (e.g., imaging, payment processing, reporting).
Advanced proficiency with MSP data constructs, Passport queries, and SQL for analysis and validation; strong Excel/Power Query or equivalent for data handling.
Demonstrated ability to lead challenging conversations, synthesize options, and secure alignment; exceptional written skills for decision logs and executive-style summaries.
Organized, anticipatory, and steady under pressure; excels at coaching peers and modeling professional confidence.
Proficiency with MS Office (Outlook, Excel, PowerPoint, Word), collaboration tools (Wrike/Jira/Azure DevOps), SharePoint; Visio or equivalent for light process mapping.
Evidence of leading process improvement pilots with measurable impact.
Spots potential downstream servicing impacts early; proposes mitigations before escalation.
Brings stakeholders together, clarifies tradeoffs, documents who/what/why/when, and drives follow-through.
Raises standards via coaching, templates, and knowledge sharing—not just personal heroics.
Must be able to verify identity and employment eligibility to work in the U.S.

Skills

MSP configuration
MSP data
MSP reporting
Passport queries
SQL
Excel
Power Query
MS Office
Wrike
Jira
Azure DevOps
SharePoint
Visio

Location

U.S. Remote
Hybrid (Austin TX office)

Work Type

Remote
Hybrid

Experience Level

5+ years in Mortgage Servicing systems
3+ years of experience working on various change management functions or projects
5+ years Mortgage Servicing or other relevant financial services industry experience

Education Level

High school diploma or equivalent required
Bachelor's degree preferred

Salary/Compensations

70K-90K D.O.E.

Equal Opportunity

EOE/M/F/D/V. Drug-free workplace.