Senior Business Systems Associate

About the Company

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 to provide homeowners, lenders, and investors with greater transparency and efficiency.

Responsibilities

• Serve as a primary administrator and subject matter expert for business-critical systems including Zendesk, Qualtrics, NICE CXone, and DocuSign
• Lead system implementations, enhancements, and optimization initiatives from discovery through deployment
• Partner with Operations, Product, Engineering, and Compliance to translate business needs into scalable system solutions
• Analyze operational workflows to automate processes and reduce manual effort
• Own complex system configurations, integrations, permissions, and routing logic
• Develop and maintain system documentation, process maps, and training materials
• Design and deliver reporting, dashboards, and business insights for operational decision-making
• Investigate and resolve escalated system issues through root cause analysis
• Mentor junior team members and support change management efforts

Requirements

• 4+ years of professional experience in business systems, operations, or business process improvement
• 2+ years of experience administering the Zendesk application
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills for technical and non-technical audiences
• Ability to manage multiple priorities in a fast-paced environment
• Strong stakeholder management skills
• High school diploma or GED equivalent required

Preferred Qualifications

• Experience in financial services, fintech, or SaaS
• Experience with NICE CXone, Salesforce, or other enterprise CRM systems
• Background in workforce management, forecasting, or capacity planning
• Proficiency with reporting tools like Looker, Tableau, Sigma, SQL, or Hex
• Experience managing system integrations and workflow automation

Benefits

• Competitive salary and 401(k) plan
• Comprehensive medical, dental, and vision benefits
• Pre-tax commuter benefits
• 17 days paid time off, sick days, and 11 company holidays
• 12 weeks of fully paid baby bonding time for both birthing and non-birthing parents