Our client is a major financial enterprise dedicated to supporting housing markets and promoting sustainable homeownership nationwide. The Procedure Analyst role will support the governance, maintenance, optimization, and modernization of customer-facing guide content while advancing AI-enabled content transformation initiatives. This is a full-time, contract-to-hire position based in Plano, TX or McLean, VA. The pay range is $45.00-$50.00 per hour.

Responsibilities

• Support ongoing guide optimization, modernization, and digital readiness initiatives to improve usability, accessibility, and searchability.
• Maintain governance processes that ensure the accuracy, integrity, and consistency of guide content and related customer-facing materials.
• Review scheduled guide publications and identify content impacts (additions, deletions, relocations, renumbering, and title changes).
• Maintain governance tracking, documentation, version control, and archival activities in accordance with established procedures.
• Support publication readiness reviews and post-publication validation activities.
• Partner with cross-functional stakeholders to communicate and implement guide-related changes.

Guide governance mapping

• Maintain and update mapping inventories and associated governance documentation.
• Validate references, cross-references, and content relationships for accuracy.
• Conduct and support quality assurance reviews of mapping updates.
• Identify process enhancements to improve governance mapping efficiency and accuracy.

FAQ governance & content management

• Conduct governance reviews using established product/content standards.
• Validate citations and supporting policy references.
• Identify duplicate, overlapping, outdated, or conflicting content; recommend consolidation, retirement, and maintenance actions.
• Support publication readiness and quality review activities.
• Manage governance inventories, repositories, and governance metrics to keep customer-facing content aligned with current policy.

FAQ creation & content analysis

• Identify FAQ opportunities based on customer inquiries, feedback, stakeholder requests, and guide content.
• Draft and maintain FAQ content using approved standards and governance frameworks.
• Analyze content performance metrics and customer feedback to support prioritization.
• Distinguish between FAQ opportunities, enhancement opportunities, and true content gaps.

Artificial intelligence, automation & innovation

• Utilize generative AI and AI-powered tools to support governance, content analysis, quality control, and publication readiness.
• Execute and validate AI-enabled workflows to improve consistency and reduce manual effort.
• Create, test, optimize, and maintain prompts supporting governance and content processes.
• Evaluate AI-generated outputs for policy accuracy, compliance, governance standards, and customer usability.
• Document AI use cases, best practices, lessons learned, and governance controls.
• Support pilots and initiatives related to content modernization and digital content delivery.

Analytics, reporting & customer insights

• Analyze customer feedback, interaction data, usage trends, and operational metrics to identify improvement opportunities.
• Monitor customer pain points and recurring inquiry trends.
• Support governance dashboards, operational reporting, and stakeholder presentations.
• Deliver insights and recommendations to support data-driven prioritization.

Qualifications

Required

• Bachelor’s degree or an equivalent combination of education and experience.
• 2–5 years of experience in business analysis, content management, governance, policy administration, mortgage operations, servicing, underwriting, knowledge management, or related fields.
• Strong mortgage background.
• Strong analytical and problem-solving skills with exceptional attention to detail and quality.
• Excellent written and verbal communication skills, with strong stakeholder collaboration, organization, and documentation skills.
• Experience managing structured documentation and business processes in a fast-paced environment with competing priorities.
• Proficiency with Microsoft 365 (Excel, Word, PowerPoint, Teams) and familiarity with AI tools (including Copilot or similar).

Preferred

• Knowledge of mortgage origination, underwriting, servicing, secondary market operations, or housing finance.
• Experience supporting governance, compliance, content management, or policy-related functions.
• Experience with SharePoint and/or content management or knowledge management platforms.
• Familiarity with AI governance, responsible AI practices, and validation methodologies.
• Experience identifying automation opportunities and implementing process improvements.
• Experience creating, testing, and optimizing prompts for business processes.

What We Offer

• 401K retirement plan
• Medical and dental benefits for qualifying professionals or Fixed Indemnity Health Benefits
• Flex spending account
• Pet Insurance
• Credit Union Membership
• Sick Leave available where mandated by law
• Worker Advantage discount program membership
• Voluntary Supplemental Insurance

Our Equal Employment Opportunity Policy: Employment Enterprises, Inc. is an equal employment opportunity employer. We recruit, employ, assign, train, compensate and promote without regard to race, color, sex, age, disability, religion, national origin, marital status, sexual orientation, ancestry, U.S. Veteran status, or any other protected category under applicable law.

Employment Enterprises, Inc is the parent company of Temporary Solutions, Inc. Temporary Solutions is a workforce solutions company based out of 10550 Linden Lake Plaza, Suite 200, Manassas, VA 20109. You can reach our recruiters about this job and more at 703-361-2220 or email recruiters@eeihr.com.

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