Emplois Servicing Analyst (Mississauga, ON)

We are hiring a Business Analyst II, Residential Administration!
Reporting To: Manager, Business Analysis
Full-Time/Part- Time: Full-time
Salary Range: $60,385 - $80,310
Posting Date: September 2, 2026
Closing Date: September 23, 2026
Hours of Work: 8:30 a.m. – 5:00 p.m.
Grade: 12.6
Office Location: Toronto Great location! Steps away from the main public transit station

What we offer:
Highly competitive compensation package which includes, base salary, bonus, benefits, and career advancement opportunities!

• Eligibility for benefits is dependent on the terms of employment

The Opportunity

The Business Analyst is responsible for working closely with stakeholders to investigate opportunities for system and process improvements, develop best practices for data collection, and monitor and support business information and workflow systems across multiple departments. The Business Analyst is responsible to ensure all documentation regarding the system procedures and processes are accurate and stored appropriately.

How you will contribute:

• Cultivates change requests from conception to implementation, including research, development, and acting as a liaison between the IT department, the Residential Administration department and all other departments affected
• Supports the execution of strategies and goals developed during stakeholder consultation
• Assists with Document change management for Residential Administration
• Prepares and updates Visio process maps for Residential Administration departments
• Liaises with Training department to manage support, communication and documentation of process changes
• Liaises with IT Product Owners, Business Analysts and Developers and QA Specialists to ensure development of system changes meets expectations
• Builds mockups, examples, and prototypes of proposed changes
• Evaluates business asks for process improvements and generates solution proposals
• Supports all servicing systems used in the Residential Division, including but not limited to Optimus, Merlin, My Mortgage and the Workflow management system
• Performs consultations with stakeholders to gather and document business requirements for change requests
• Participates in Scrum ceremonies to manage and facilitate product backlogs
• Uses tools such as MS SQL and Optimus queries to extract data analytics to support business operations in servicing as well as internal research for the BA team
• Uses tools such as Power Automate and Power Apps to develop automated workflows and lightweight business applications that reduce manual effort and support process efficiency across Residential Administration
• Incorporates AI tools (MS Copilot) into daily workflows to accelerate research, documentation, and analysis tasks in support of BA team deliverables
• Acts as a consultant for other related projects that affect Residential Administration
• Organizes and formats reports for distribution
• Assists in the maintenance and improvement of Power BI dashboards and Sharepoint sites owned by the BA team
• Participates in project work on a regular basis
• Assists with the facilitation of workshops, information sharing sessions
• Other duties assigned by management
• Adheres to policies/procedures to ensure AML requirements are met, when applicable

The experience you need:

• Minimum 2 years BA experience or certification (IIBA)
• Post-secondary education and/or equivalent work experience
• CSPO certification an asset
• 2+ years’ experience with First National system is an asset
• Highly proficient with Microsoft office (PowerPoint, Word and Excel)
• Moderate proficiency with business intelligence tools (SQL, PowerBI, Tableau, etc.)
• Strong verbal and written communication skills
• Knowledge of Agile methodologies and SCRUM framework
• Builds trusting relationships with all stakeholders
• Strong presentation, facilitation skills
• Strong Problem-Solving Skills
• Ability to self-motivate, prioritize and to meet all deadlines

Working Environment and Physical Demands Analysis:

• Office environment
• Periods of high volume with tight timelines
• Long periods of stationary position/sitting
• Prolonged periods of repetitive movement (i.e. using a keyboard and mouse)
• Long periods of time in viewing a computer screen
• Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program.

Why join First National?

• Competitive Compensation
• Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up)
• Extensive training programs to set our employees up for success
• Modern office environment conducive to collaboration
• Supportive teamwork culture
• Opportunities to give back to the communities and work through events focused on a variety of charities
• Ongoing social events throughout the year

The team you’ll join:
Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada’s largest commercial mortgage lender.
First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.

We would like to thank all applications for their interest in this existing vacancy, but only candidates selected for an interview will be contacted.

Artificial Intelligence is not used in our recruitment or hiring process for this role.
First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation and any other category protected by law.

First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at accessibility@firstnational.ca should you need an accommodation at any point in the recruitment process.

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