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Business Analyst Digital Strategy

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Freedom Mortgage is seeking a driven, creative, collaborative individual to join our team as a Business Analyst. The ideal candidate will be responsible for leading the servicing Salesforce and chat related projects and serve as subject matter expert. The Business Analyst will have a high-level understanding of applicable business systems, industry and investor requirements. This role will be key in providing business and user analysis of critical processes and applications along with championing constant improvement within the Servicing business unit. In addition, this individual will actively participate in process and systems analysis while considering the implications to the current and future business environment.


Essential Job Functions:

  • Serve as the subject matter expert in all Servicing Salesforce and chat systems and projects
  • Participates in requirements gathering, design workshops to understand applications’ functionality and support requirements
  • Works with business and technology leaders to further define the support and project functions needed within the organization.
  • Manages documentation and Data flow diagrams of business processes
  • Serve as the first contact for issues and outages, escalating as needed and remain engaged until full resolution
  • Provide guidance and technical support for Servicing Group
  • Communicate issues effectively across all levels of the organization
  • High attention to detail and organizational skills
  • Manages regression testing through DEV, UAT and post-production deployment, creating use cases and documenting variances from      requirements documentation


  • Bachelor’s degree (B.A.) from a four-year College or University; or three to five years related experience and/or training; or equivalent combination of education and experience.
  • Project management experience preferred
  • Experience with Business process mapping and documentation
  • Experience writing user stories, managing and prioritizing product backlog
  • Salesforce certified highly preferred
  • Strong understanding of Salesforce best practices and functionality
  • Experience with Microsoft Visio and proficient knowledge of Microsoft Office suite specifically Excel
  • Strong attention to detail
  • High technical aptitude
  • Experience in call center environment preferred

Must be available for working hours between 7am and 10pm Eastern Monday through Friday, with occasional weekend shifts for system upgrades and implementations.