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About the Role
The Business and Project Analyst provides direct support to ConServe’s Operations teams by collaborating with IT developers throughout the enhancement lifecycle for CCMS application improvement initiatives. This role emphasizes requirements gathering, quality testing, analysis, and a detailed understanding of CCMS user-facing application functionality. The position is hybrid, with potential for remote work for qualified candidates.
Responsibilities
- Lead process improvement initiatives from Requirements Gathering to Production Implementation.
- Document, refine, and communicate Business Process requirements to IT.
- Understand business drivers and challenges, recommending solutions to improve end-user experience.
- Collaborate with SMEs to elicit and document end-user expectations.
- Collaborate with IT to understand and interpret functional specifications.
- Create system test plans from functional specifications and identify proper business case test scenarios.
- Analyze results for proper pass/fail classification, follow-up, and acceptance.
- Analyze and understand requirements for updates to business processes, identify areas of focus for changes, and make recommendations for CCMS modifications.
- Maintain documentation relating to CCMS to properly reflect the current environment.
- Serve as Subject Matter Expert (SME) on applicable regulations, policies, and procedures for the Line of Business (LOB).
- Collaborate on Management Action Plans (MAP’s) for remediation items and assist within the Remediation Audit System (RAS).
- Collaborate on QA tests with Corporate Compliance and validate implementation.
- Ensure business requirements fulfill business needs within CCMS while preventing unintended consequences.
- Assess proposed CCMS solutions for validity prior to development.
- Ensure CCMS processes and workflows provide proper solutions.
- Act as a power user of CCMS software to assist end users and troubleshoot issues with IT.
- Maintain a strong understanding of business workflows, processes, and events and how they are captured in operational systems.
- Ensure CCMS maintains desired account segmentation, life cycle, and inventory control.
- Ensure Production workflows and strategies align with policy, procedure, work instruction, and Client and business requirements.
- Ensure business workflows meet Client requirements.
- Create Ad hoc Reports as needed.
- Adhere to ConServe’s Blueprint Quality Management System (PPMS), Code of Conduct, and Compliance Program.
Requirements
- Experience with Microsoft Office suite of products.
- Ability to resolve complex systems problems and identify solutions to obstacles.
- Ability to act independently to resolve problems.
- Ability to effectively communicate the roles and importance of Compliance, and proactively identify regulatory risk.
- Excellent organizational skills.
- 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.
- 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.
Skills
- 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.
- Strong communication skills.
- Strong critical thinking skills.
- Strong relationship management skills.
- Strong project management skills.
- PMP certification preferred.
Location
- Hybrid
Work Type
- Hybrid
- Remote
Education Level
- High School Diploma or GED
- Associate's Degree in Business Administration, Information Technology, Finance preferred or equivalent combination of education and related experience.
About the Company
- 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.
Equal Opportunity
- 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.