Contract Service Desk Analyst supporting mortgage servicing, onsite in Washington, DC, with potential for conversion to a permanent hire.

Deliver routine application support by diagnosing and resolving technical and functional issues across enterprise systems, integrations, databases, and workflows.
Manage incidents, requests, problems, and changes in ServiceNow, ensuring thorough documentation, clear communication, and ownership from intake to resolution while meeting SLAs and escalation protocols.
Monitor system health, performance, and integrations to identify risks, recurring issues, and trends; perform root cause analysis and escalate early to minimize impact.
Support updates to the platforms, including testing, releases, patches, and change management activities to sustain 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 business-friendly updates for stakeholders to ensure clear understanding and alignment.
Create 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 overall system reliability and user experience.

3+ years of experience supporting enterprise applications or business systems.
Background in mortgage servicing, lending, mortgage banking, or financial services.
Hands-on ServiceNow experience 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.
Residence in Minneapolis-Saint Paul, MN or Washington, DC, and eligibility to work in the US without sponsorship.

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.

Service Desk Analyst

Job Description