Service Desk Analyst

Benefits and culture

Emergent Staffing invites you to join a contract Service Desk Analyst role centered on mortgage servicing. You will help maintain and support critical business systems, resolve issues, and guide ServiceNow workflows to deliver reliable enterprise application support. This onsite opportunity offers potential conversion to a permanent hire, with work locations in Minneapolis–Saint Paul, MN or Washington, D.C. and eligibility to work in the United States without sponsorship.

Responsibilities

• Provide day to day application support by diagnosing and resolving technical and functional issues across systems, integrations, databases, and workflows.
• Manage incidents, requests, problems, and changes within ServiceNow, ensuring thorough documentation, clear communication, and ownership from intake to resolution.
• Adhere to SLAs and escalation protocols consistently.
• Monitor system performance, health, and integrations to proactively identify risks, recurring issues, and trends.
• Conduct root cause analysis and escalate concerns early to minimize operational impact.
• Support system updates including testing, releases, patches, and change management activities to maintain stability and performance.
• Collaborate with business users, Product Owners, vendors, and technical teams to gather requirements, support mortgage servicing operations, and deliver solutions aligned with regulatory expectations.
• Translate technical challenges into clear, business-friendly updates for stakeholders.
• Develop and maintain documentation such as knowledge base articles, process guides, and support procedures.
• Analyze ServiceNow ticket data and trends to identify improvement opportunities, refine workflows, and enhance system reliability and user experience.

Requirements

• 3+ years of experience supporting enterprise applications or business systems
• Background in mortgage servicing, lending, mortgage banking, or financial services
• Hands-on experience with ServiceNow across incident, problem, change, and knowledge management
• Strong understanding of SLA management, ticket lifecycle processes, and escalation frameworks
• Excellent analytical and troubleshooting skills
• Experience collaborating with business users, vendors, and cross-functional teams
• Strong written and verbal communication skills
• Ability to manage competing priorities in a fast-paced environment

Technologies

• ServiceNow
• SQL
• ITIL

Nice to have

• Knowledge of mortgage servicing regulations, compliance, and investor requirements
• Experience with SQL, APIs, databases, or system integrations
• Familiarity with ITIL frameworks and ITSM practices
• Experience supporting system releases, testing, and change management
• Background creating technical documentation and knowledge resources

Location and compensation: On-site in Minneapolis, MN or Washington, D.C.; hourly range USD 35 - 50; contract role with potential conversion to hire.