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Service Desk Analyst

Emergent Staffing -
Washington, DC

Quick Apply

Job Details

Full-time
$35 - $50 an hour

Qualifications

Customer support ticket management

Full Job Description

**This position is a contract position with the possibility of converting to hire. Candidates must reside in Minneapolis-Saint Paul, MN or Washington, D.C. Candidates must be available to work in the U.S. without sponsorship or visa.**
Our client is seeking an Service Desk Analyst to maintain and support business-critical systems within a mortgage servicing environment. This role works closely with both technical teams and business stakeholders to resolve issues, ensure system reliability, manage ServiceNow workflows, and deliver consistent, high-quality application support across enterprise platforms.

This position is well suited for someone with experience in application support, incident response, SLA-driven operations, and mortgage or financial services environments.

Primary Responsibilities

Deliver 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 complete documentation, clear communication, and ownership from intake through resolution. Maintain strong adherence to SLAs and escalation protocols.
Monitor system performance, health, and integrations to proactively identify risks, recurring issues, and performance trends. Perform 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.
Partner with business users, Product Owners, vendors, and technical teams to gather requirements, support mortgage servicing operations, and deliver solutions aligned with business needs and regulatory expectations.
Communicate effectively by translating technical challenges into clear, business-friendly updates for stakeholders.
Develop and maintain documentation including 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.

Qualifications

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

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

Our Vetting Process

At Emergent Staffing, we work hard to find the right fit for you and our clients. Here are the steps of our vetting process for this position:

Application (5 minutes)
Online Assessment (30 minutes)
Initial Video Interview (30-45 minutes)
Client Interview (60 minutes)
Job Offer!

#EmergentStaffing

#IND11

Work Location: In person

Quick Apply

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