Mortgage Technology Analyst

About the Role

We are seeking a Mortgage Technology Analyst to keep our loan origination platforms working well for the people who use them every day. This role combines business analysis, quality assurance testing, user acceptance testing, training, and end-user support for Encompass, CLOSR, and related mortgage technology systems. You will turn business needs into clear requirements, test every change before it reaches production, lead UAT, train staff, and resolve system issues, serving as the link between loan production and operations teams and the Mortgage Technology team.

Essential Job Duties / Responsibilities

Business Analysis (~25%)

• Meet with loan officers, processors, underwriters, closers, post-closing, and secondary staff to understand workflow problems and requests
• Write clear business requirements, user stories, acceptance criteria, and process maps
• Analyze current-state workflows and recommend system changes, automation, or process improvements
• Assess the impact of vendor releases, regulatory changes (e.g., TRID, HMDA, agency and investor updates), and new integrations
• Help prioritize the change backlog with Mortgage Technology leadership

Quality Assurance Testing (~20%)

• Build and maintain test plans, test cases, and regression suites for LOS configuration, business rules, forms, custom fields, integrations, and vendor releases
• Run functional, regression, and integration testing in test environments before changes are promoted to production
• Log, track, and retest defects; document results and sign-off
• Validate data flows between Encompass, CLOSR, and connected services (pricing, credit, disclosures, document and closing vendors, servicing and data feeds)

User Acceptance Testing (~15%)

• Plan and coordinate UAT cycles with business users, including scripts, schedules, and test loans
• Guide testers, collect feedback, and track issues to resolution
• Gather go/no-go sign-off and support release and rollout communication

Training (~15%)

• Create and maintain training materials, including job aids, quick-reference guides, videos, and knowledge-base articles
• Deliver live and virtual training for new hires, new features, and system changes
• Publish release notes and "what's changing" summaries in plain language

Support (~25%)

• Provide tier 2 support for Encompass, CLOSR, and other LOS tools; troubleshoot loan-level and system issues
• Manage tickets through the help desk queue and meet response targets
• Escalate vendor issues, track cases, and communicate status to users
• Identify recurring issues and turn them into fixes, training, or requirements
• Assist with user setup, personas, permissions, and access requests as directed