Sr. Business Systems Associate

About the role

Valon is transforming both mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans, we've built our platforms from the ground up-not on outdated legacy systems-so homeowners, lenders, and investors experience greater transparency, efficiency, and care. By unifying processes into a modern, AI-native operating system, we're leading the way in automation, compliance, and continuous improvement across our servicing and lending businesses. Our mission is to empower every homeowner by making the mortgage experience simple, secure, and financially empowering. To achieve this, we bring together world-class engineers, servicing experts, lending professionals, and operations leaders who share a passion for improving the homeowner journey. We're not only reshaping what servicing and lending look like today-we're creating opportunities for talented people to help drive the future of the industry. As we continue to grow, Valon is expanding its footprint across multiple states, opening the door to exciting new roles and career paths. Joining Valon means becoming part of a fast-scaling company where innovation, collaboration, and customer impact go hand in hand. Mortgage is just the beginning-we're building the future of regulated finance, and we want you to be part of it. Business Systems Management at Valon Business Systems Management (BSM) owns the strategy, administration, and optimization of critical operational platforms, including NICE CXone, Workforce Management solutions, Zendesk, and other business systems. The team partners closely with Operations, Product, Engineering, and Compliance to design scalable processes, improve employee experiences, and enable operational excellence through technology. Our mission is to reduce friction across the organization by automating manual processes, optimizing workflows, and ensuring business systems effectively support Valon's continued growth. We are seeking a Sr. Business Systems Associate to help scale and optimize the systems that power Valon's servicing operations. In this role, you will serve as a trusted partner to business stakeholders, owning complex system configurations, driving cross-functional initiatives, and identifying opportunities to improve operational efficiency through technology and process enhancements. You will lead projects from requirements gathering through implementation, balancing business needs, technical constraints, and operational impact. The ideal candidate combines strong analytical capabilities with systems expertise, thrives in fast-paced environments, and is passionate about building scalable solutions that improve both employee and customer experiences. This role offers significant visibility across the organization and the opportunity to influence how business systems evolve alongside Valon's growth.

Responsibilities

• Serve as a primary administrator and subject matter expert for business-critical systems, including Zendesk, Qualtrics platforms, NICE CXone, DocuSign, and related operational tools.
• Lead system implementations, enhancements, and optimization initiatives from discovery through deployment.
• Partner with Operations, Product, Engineering, Compliance, and other stakeholders to translate business needs into scalable system solutions.
• Analyze operational workflows and proactively identify opportunities to automate processes, reduce manual effort, and improve employee efficiency.
• Own complex system configurations, integrations, permissions, routing logic, and business rules.
• Develop and maintain system documentation, process maps, governance standards, and training materials.
• Design and deliver reporting, dashboards, and business insights that support operational decision-making and executive visibility.
• Investigate and resolve escalated system issues while driving root cause analysis and long-term solutions.
• Establish and monitor system performance metrics, adoption trends, and service level expectations.
• Mentor junior team members and provide guidance on business systems best practices.
• Support change management efforts and facilitate stakeholder adoption of new processes and technologies.
• Other duties as assigned.
• Ideal Background
• 4+ years of experience in business systems administration, operations technology, workforce management, business operations, or related functions.
• 2+ years of experience supporting business-critical platforms such as Zendesk, NICE CXone, Salesforce, CRM systems, or similar enterprise applications.
• Experience leading system implementations, process improvement initiatives, or cross-functional operational projects.
• Experience in financial services, fintech, SaaS, or other highly regulated industries preferred.
• Strong background in workforce management, forecasting, capacity planning, scheduling, or operational analytics preferred.
• Experience with

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