Supports Operations and IT teams through business requirements gathering, process improvement, system testing, workflow analysis, compliance remediation, documentation, reporting, and CCMS enhancement initiatives. Acts as a subject matter expert on business processes, regulations, and system functionality while validating solutions and troubleshooting issues.
Position Summary
The Business and Project Analyst is responsible for providing direct support to ConServe’s Operations teams by working collaboratively with IT developers in each phase of the enhancement lifecycle for CCMS application improvement initiatives. The Business and Project Analyst actively supports operations with a particular emphasis on requirements gathering, quality testing, analysis and detailed understanding of the functionality of CCMS user facing application functionality. The role is designed as a hybrid position, though remote work may be available for qualified candidates where business requirements allow.
Essential Duties & Responsibilities
- Lead process improvement initiatives from Requirements Gathering to Production Implementation.
- Responsible for documenting, refining, and communicating Business Process requirements to IT
- Takes the time to understand business drivers / challenges, recommending solutions to solve business problems and improve end user experience.
- Proven ability to collaborate with SMEs to elicit and document end user expectations combined with ability to collaborate with IT to understand and interpret functional specifications to ensure there is a minimal gap between user expectations and delivered ConServe Collection Management System (CCMS) solutions.
- Proven ability to create system test plans from functional specifications and identify proper business case test scenarios that should be included in these plans. Understanding what parts of the CCMS solution are involved in the execution of the test plans and ability to expertly analyze results for proper pass/fail classification, follow up and acceptance.
- Proven ability to analyze and understand requirements for updates to business processes, identify areas of focus for changes and making recommendations on how the CCMS needs to be modified to enable these changes. Knowledge of all documentation relating to CCMS and the ability to maintain such documentation, so it properly reflects the current environment.
- Established as the Subject Matter Expert (SME) on applicable regulations, policies and procedures for the Line of Business (LOB).
- Collaborate Management Action Plans (MAP’s) for remediation items - initiated by Corporate Compliance and assists within the Remediation Audit System (RAS).
- Collaborates on QA tests with Corporate Compliance and validates implementation.
- Understanding CCMS processes and workflows to ensure business requirements will fulfill the business need while preventing unintended consequences.
- Understanding how the CCMS solutions are developed from the requirements and functional specifications and the ability to assess that the proposed solutions are valid prior to the development of such solutions.
- Understanding the business process workflows and how they interact within the CCMS to ensure they are providing the proper solutions. Power user knowledge of the CCMS software to assist end users in understanding how the system operates and ability to assist IT by identifying and troubleshooting issues.
- Maintains a strong understanding of business workflows, processes, and events and how these are captured in operational systems.
- Ensure CCMS maintains desired account segmentation, life cycle and inventory control.
- Ensure Production workflows and strategies are aligned with policy, procedure, work instruction and Client and business requirements.
- Ensure business workflows meet Client requirements.
- Create Ad hoc Reports as needed.
- Adherence to ConServe’s Blueprint Quality Management System (PPMS), Code of Conduct, and Compliance Program.
Non-Essential Duties & Responsibilities
- Other duties as assigned
Education
- High School Diploma or GED
- Associate's Degree in Business Administration, Information Technology, Finance preferred or equivalent combination of education and related experience.
Skills/ Requirements
- Experience with Microsoft Office suite of products.
- Basic SQL knowledge including the demonstrated ability to read and write simple SQL statements preferred.
- Collection or call center knowledge or experience preferred.
- Detailed knowledge of consumer protection regulations such as FDCPA, TCPA, REG B, REG E, UDAAP, FCRA, etc. preferred.
- Ability to resolve complex systems problems and identify solutions to obstacles encountered while resolving problems.
- Ability to act independently to resolve problems.
- Ability to effectively communicate the roles and importance of Compliance, as well as proactively identifying regulatory risk.
- Strong communication, critical thinking, relationship management, and project management skills.
- Excellent organizational skills
- PMP certification preferred.
- Must show a sense of urgency, being able to perform and multitask under pressure.
- U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States.
- Ability to obtain and maintain Government Security Clearance.
- No conflicts of interest with ConServe or our Clients.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.
- Occasionally lift and/or move up to 25 pounds.
- Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
- Ability to talk and listen on a phone for your entire work shift (8, 9, or 10 hour shift)
- Ability to type on a computer for your entire work shift (8, 9, or 10 hour shift)
- Ability to focus on the task at hand, and deliver timely and accurate analyses as stated above
Reasonable accommodation may be made to the extent required under applicable law to enable individuals with disabilities to perform the essential functions of this position.
MISSION STATEMENT
ConServe is dedicated to satisfying the needs of our Clients in a manner consistent with improving the human condition, and that will foster the development of long term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.
Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.
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