Service Desk Analyst

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 a 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 Service Now 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.

• 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 Service Now, 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 elevate 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 Service Now 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 experience with Service Now 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

• 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