Production Support Analyst – Mortgage / HELOC

Production Support Analyst – Mortgage / HELOC

Location: Remote

Production Support / Technical Business Analyst – Mortgage (HELOC)

About the role
We’re looking for a Technical Business Analyst to support production mortgage lending systems, with a focus on Home Equity Lines of Credit (HELOC). You’ll be the bridge between business users, customers, and technical teams: triaging production issues, analyzing root causes, translating business needs into clear requirements, and keeping stakeholders informed until issues are resolved.
What you’ll do
• Provide day-to-day production support for mortgage and HELOC origination and servicing applications, including issue intake, triage, prioritization, and resolution tracking
• Investigate defects and data issues using logs, SQL queries, and application tools; identify root cause and coordinate fixes with development teams
• Gather, analyze, and document business and functional requirements, user stories, and acceptance criteria for enhancements and fixes
• Serve as a primary point of contact for customers and business users, communicating status, impact, and workarounds clearly and promptly
• Support UAT, regression testing, and release validation
• Maintain support documentation, runbooks, and knowledge articles
• Identify recurring issues and recommend process or system improvements
What you bring
• Extensive experience in the mortgage industry, with deep subject-matter knowledge of HELOC products, including draw and repayment periods, variable rate and index/margin changes, credit line management, payment calculations, and servicing lifecycle
• Proven experience in a production support and/or technical BA role
• Ability to write and run SQL queries to research and validate data
• Experience with ticketing and project tools such as ServiceNow, Jira, or Azure DevOps
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical audiences
• Demonstrated experience communicating and collaborating directly with customers and business stakeholders
Nice to have
• Experience with mortgage platforms such as Black Knight MSP, Encompass, Sagent, FICS, or similar
• Familiarity with mortgage regulations (TILA/Reg Z, RESPA, ECOA, HMDA)
• Agile/Scrum experience
• Experience supporting integrations, APIs, or batch processing