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Operations Support Analyst Jobs (NOW HIRING)

Noblesoft Technologies

Support Analyst

Allentown, PA · On-site

This role ensures the smooth operation of scheduling systems, resolves user issues, and supports ... Strong analytical and problem-solving skills with the ability to reverse-engineer complex code.

MCHC

Epic Support Analyst (ESA)

Milwaukee, WI

Reporting & Operational Support * Generate, analyze, and distribute operational, clinical, quality, and financial reports to support leadership and departmental decision-making. * Assist departments ...

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How much do operations support analyst jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for operations support analyst in the United States is $30.58, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $36.54 per hour, depending on experience, location, and employer.

What are some common challenges faced by operations support analysts, and how can they effectively address them?

Operations Support Analysts often encounter challenges such as managing high volumes of support requests, troubleshooting complex system issues, and balancing multiple priorities under tight deadlines. To effectively address these challenges, analysts benefit from strong organizational skills, clear communication with both technical and non-technical teams, and a proactive approach to problem-solving. Leveraging knowledge bases, documenting solutions, and continually updating technical skills also help ensure efficient and accurate support for operational processes.

What is the difference between Operations Support Analyst vs Business Analyst?

AspectOperations Support AnalystBusiness Analyst
Required CredentialsTypically a bachelor's degree in business, IT, or related field; certifications like ITIL or Six Sigma are commonBachelor's degree in business, IT, or related; certifications like CBAP or PMI-PBA are beneficial
Work EnvironmentSupports daily operations, troubleshooting, and process improvements within IT or operations teamsAnalyzes business needs, documents requirements, and recommends solutions for organizational improvements
Employer & Industry UsageUsed across industries like finance, telecom, and IT for operational efficiencyCommon in consulting, finance, and corporate sectors for project and process analysis

The Operations Support Analyst focuses on maintaining and improving daily operational processes, often troubleshooting and supporting IT systems. In contrast, the Business Analyst concentrates on analyzing business needs and recommending solutions to enhance organizational performance. While both roles require similar educational backgrounds and certifications, their core responsibilities and work environments differ significantly.

What are the key skills and qualifications needed to thrive as an operations support analyst, and why are they important?

To thrive as an Operations Support Analyst, you need strong analytical abilities, problem-solving skills, and a background in business, IT, or a related field, often supported by a relevant degree. Familiarity with ticketing systems, data analysis tools (like Excel or SQL), and IT service management platforms (such as ServiceNow) is typically required. Excellent communication, attention to detail, and a collaborative mindset help you excel in supporting teams and resolving operational issues efficiently. These competencies are vital for ensuring smooth business operations, minimizing downtime, and delivering effective support to internal and external stakeholders.

What does an operations support analyst do?

An Operations Support Analyst is responsible for monitoring, maintaining, and improving the efficiency of business operations within an organization. They analyze workflow processes, resolve operational issues, and provide technical support to ensure smooth day-to-day activities. Their role often involves collaborating with different departments, preparing reports, and recommending solutions to optimize performance. Additionally, they may assist in implementing new systems or technologies to enhance productivity and support organizational goals.
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Operations Support Analyst jobs near you
Infographic showing various Operations Support Analyst job openings in the United States as of July 2026, with employment types broken down into 89% Full Time, 6% Part Time, 1% Temporary, and 4% Contract. Highlights an 83% Physical, 7% Hybrid, and 10% Remote job distribution, with an average salary of $63,598 per year, or $30.6 per hour.

Senior Loan Servicing Operations Support Analyst

Ascend Bank

Wallingford, CT • On-site

Full-time

Re-posted 2 days ago

Job description

POSITION DESCRIPTION:


The Senior Loan Servicing Operations Support Analyst is a senior individual contributor and control owner responsible for administration and product support of semi complex to complex analytical, research, and operational functions supporting the Bank’s Commercial, Residential, and Consumer loan portfolios while minimizing operational, financial, compliance, and reputational risk.


This role requires advanced knowledge of loan servicing operations, loan accounting, and applicable regulations, and provides leadership in strengthening internal controls, monitoring exception conditions, and driving process improvements.


In addition to complex servicing support, this role provides enhanced oversight for:

  • Investor reporting/remittance and custodial reconciliation
  • General Ledger (GL) oversight and servicing to GL reconciliation
  • Escrow oversight controls (timeliness, escalation, and exception management for tax/insurance escrow administration performed by servicing staff)
  • Collateral management oversight to ensure lien perfection, payoffs/releases completion, and a portfolio free of aged collateral exceptions


The Senior Analyst serves as an escalation point and mentor to Analyst I/II team members and partners closely with Accounting/Finance, Compliance, Audit, Legal/Recording, and vendors to ensure processes are executed accurately, timely, and within established control standards.


GENERAL DESCRIPTION OF DUTIES:

Investor Reporting, Remittance & Custodial Oversight

  • Accountable for accurate and timely investor reporting for all investor loans, including correct investor loan system set‑up and ongoing data integrity
  • Ensures accurate and timely remittance of monthly payments to investors and oversees reconciliation of custodial accounts, researching and resolving variances
  • Establishes monitoring controls (checklists, exception reporting, and aging) to identify reporting/remittance failures early and drive timely remediation
  • Serves as primary escalation point for investor exceptions, disputes, and audit inquiries; coordinates corrective actions with servicing staff and internal partners


General Ledger & Financial Reconciliation Oversight

  • Performs/oversees daily portfolio balancing and reconciliation of loan trial balance activity to the General Ledger, including review of “in process” accounts and exception items
  • Performs/oversees GL impacting loan servicing transactions (e.g., monetary/GL transactions associated with new loan setup, payments, and FASB processing) and ensures appropriate controls and documentation are maintained
  • Timely investor reporting/remittance and clean GL reconciliations with documented root cause and remediation for exceptions
  • Acts as the Loan Servicing GL control owner, ensuring integrity between the servicing core system, sub‑ledgers, and the General Ledger
  • Partners with Accounting/Finance on:
  • Loan balances, accruals, and interest recognition
  • Charge offs, recoveries, write-downs, and FASB processing
  • Escrow, custodial, and clearing accounts
  • Leads root cause analysis for reconciling items; escalates systemic issues, tracks remediation, and confirms sustained resolution through control testing


Escrow Oversight (Controls, Timeliness, Escalation)

  • Ensures compliance with RESPA requirements as they pertain to Initial and Annual Escrow Statements and overall escrow administration controls
  • Oversees controls supporting the collection of bills and disbursement of funds from escrow/GL accounts related to real estate taxes and insurance premiums, including monitoring of timeliness and exception handling
  • Establishes and maintains an escrow exception monitoring framework, including (at minimum):
    • aged escrow disbursements / unpaid bills
    • missing invoices/bills and suspense items
    • escrow shortages/overages requiring action
    • Forced place/insurance escrow exception conditions
    • system update lag (when work is performed but not updated in core)
    • No aged escrow exceptions beyond defined thresholds; documented escalation and resolution tracking
  • Provides secondary review and escalation governance to ensure escrow/insurance updates performed by staff are processed timely and corrected when exceptions are identified (including documented escalation paths and follow through)
  • Partners with Accounting/Finance to validate escrow/custodial balances and related GL accounts; ensures reconciliation standards and documentation are maintained for audit/exam readiness


Collateral Management oversight (Portfolio Cleanliness & Exception Governance)

  • Oversees tracking and monitoring of collateral documentation to ensure final loan documentation is received and exceptions are resolved (e.g., recorded documents, insurance evidence when collateral related, pledged collateral documentation)
  • Provides portfolio oversight for lien perfection controls, including UCC filing tracking to prevent lapses and ensure timely continuation actions
  • Establishes and maintains aged collateral exception reporting (e.g., unreleased liens, pending satisfactions, missing recorded assignments, outstanding documentation, unreconciled collateral tracking items) with clear ownership, due dates, and escalation rules
  • Performs secondary review/quality control of payoff and release activity to confirm:
    • payoff posting accuracy and payoff statement alignment (as applicable)
    • lien release/satisfaction initiation within required timeframes
    • release recording/filing completion and evidence retention
    • exceptions escalated and remediated to closure
    • portfolio remains free of aged lien release/satisfaction exceptions beyond threshold; documented exception aging and remediation evidence
  • Coordinates with Legal/Recording, vendors, and internal stakeholders to resolve complex or aged collateral exceptions and reduce portfolio risk

Advanced Servicing, Quality Control & Complex Maintenance

  • Works as a key member of the Loan Servicing Team responsible for complex servicing support across boarding/new loan set‑up review, maintenance review, participation loans, construction loans, paid loans, and document retention accuracy
  • Conducts/oversees post closing audit to verify accurate new loan setup and that loans closed in accordance with policy and stipulations
  • Supports participation loan processing, balancing, and monitoring for bought and sold participation loans
  • Reviews adjustable rate change controls (rate index monitoring, change validation, notice/report review) to ensure sound quality control practices are effective
  • Reviews billing statements for accuracy and compliance with applicable CFPB/Dodd Frank servicing requirements
  • Supports complex loan modifications: document review, fee collection validation, and core system updates based on executed documents and interpretation


Operational Risk Management & Control Environment

  • Maintains internal operational and financial controls and ensures they meet Bank standards; identifies opportunities to enhance controls and reduce risk
  • Continually assesses front Toback key process controls that mitigate operational risk; recommends enhancements to management and supports implementation
  • Leads/coordinates responses to audit and examination requests, including compilation, review, and submission of required documentation and evidence of controls


Leadership, Mentorship & Escalation Support

  • Serves as a departmental escalation point for complex issues, customer complaints, and systemic exceptions requiring advanced research and resolution
  • Shares knowledge of processes and systems with other analysts; supports training and knowledge transfer to reduce key‑person dependency
  • Provides guidance and operational support to Analyst I/II team members and assists management with Realtime performance insights and control health


Process Improvement & Project Management

  • Utilizes project management skills to lead departmental initiatives implementing new processes, streamlining procedures, and ensuring milestone tracking and execution excellence
  • Serves as a process owner or subject matter expert for system enhancements, core upgrades, parameter review, and UAT testing (including coordination across stakeholders)
  • Maintains awareness of trends and innovations in loan servicing technology, procedures, and compliance issues
  • Develops metrics, dashboards, and management reporting to support transparency and decision-making


Other Requirements:

  • Builds productive relationships with internal and external stakeholders to ensure efficiency, compliance, service quality, and cost management
  • Demonstrates excellent verbal and written communication skills; can create influential documents and facilitate discussions across audiences
  • Able to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills, including:
    • information/data handling
    • communication/collaboration
    • digital identity/safety
    • technical proficiency with Bank systems; and
    • awareness/interest in new technology and innovation
  • Attends Compliance/Regulatory webinars for a full understanding of Lending Regulation and Compliance Requirements
  • Represents the interests of the Bank by providing leadership to and/or participating in various community and civic activities


KEY QUALIFICATIONS:

  • Expert knowledge of loan servicing operations, including investor reporting, remittance, and loan accounting
  • Strong understanding of servicing to General Ledger integration, reconciliation, and financial controls
  • Proven ability to analyze complex issues, identify root causes, and implement sustainable corrective actions
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders
  • Demonstrated leadership and influence without direct-people management responsibility
  • Critical and strategic thinker with strong attention to detail and sound professional judgment
  • High degree of accuracy, accountability, and ownership over work products and outcomes
  • Strong organizational, problem-solving, and decision-making skills; able to work independently in a high activity environment
  • Demonstrated commitment to accuracy, accountability, effective client service, and strong cross functional partnership


FUNCTION SUPERVISED: None


LIST OF POSITIONS SUPERVISED: None


EDUCATION REQUIRED: Bachelor’s degree in Finance, Accounting, Business, or equivalent work experience.


EXPERIENCE REQUIRED:

  • 7–10 years of similar or related experience
  • 5+ years in advanced servicing, investor reporting, accounting, or reconciliation functions preferred
  • Advanced proficiency with Microsoft Office (Excel, Word, Outlook); reporting tools and Adobe Acrobat experience a plus


MANAGERIAL RESPONSIBILITY:

  • No direct supervisory responsibility
  • Serves as a senior individual contributor and functional lead


Digital Literacy:

The ability to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills

  • Information, data, and content
  • Teaching learning and self-development
  • Communication, collaboration, and participation
  • Digital identity, safety, and security
  • Technical proficiency with all bank products
  • Awareness and interest in new technology
  • Creation, innovation, and research


*Compensation: Compensation is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Ascend Bank is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status.

Applicants requiring reasonable accommodation in the application process should notify Human Resources.

Ascend Bank participates in E-Verify.

EOE/AA/M/F/D/V