Production Support Analyst

PHEAA•Harrisburg, PA

16h•Hybrid

About The Position

This position provides operational support to the Conversions Department to ensure efficient day-to-day processes. This role will support Conversions with complex account, processing, technical, and data-related questions, or issues by identifying ways to automate/streamline processes for the business unit to be more efficient and address portfolio concerns.

Requirements

Complex account, processing, technical, and data-related questions, or issues
Identify ways to automate/streamline processes
Address portfolio concerns
System usage and account processing
User processing needs/problems
Educate users on functionality
Collaborate with loan operations management on escalated issues
Knowledgeable support for systems and support products
Ensure systems are set up and used correctly for onboarding processes
Maintain data integrity, processing accuracy, and required confidentiality
Maintain business unit procedure documents
Investigate and provide recommendations for repetitive errors
Serve as liaison between analysts and management
Collaborate with management on recurring processing problems and issues
Support outstanding system change requests
Monitor progress of change requests
Communicate change request progress to management
Test change requests
Participate in operational meetings
Test system changes and defects
Provide input, recommendations or decision making to operational meetings
Review, analyze and provide feedback for system business requirements and outgoing communications
Comply with enterprise security and privacy policies and departmental procedures
Provide recommendations for improving work team or department performance, efficiency, or workflow

Responsibilities

Provide support and guidance to Conversions on system usage and account processing.
Gain an understanding of user processing needs/problems and educate the users on the functionality available to meet those needs.
Collaborate with loan operations management on escalated issues to ensure proper and timely resolution.
Provide knowledgeable support to include a range of systems and support products that best meet the business needs.
Ensure systems are set up and used correctly for onboarding processes to maintain data integrity, processing accuracy, and required confidentiality.
Maintain business unit procedure documents and ensure documents are up to date with accurate information based on internal guidance, lender guidelines, credit agreements, state laws, and federal regulations to ensure customer contacts and account adjustments are completed accurately.
Support other analysts by investigating and providing recommendations for repetitive errors across multiple accounts, schools, and/or systems/tasks/interface, based on day-to-day activity
Serve as liaison between other analysts and management staff.
Collaborate with management with recurring processing problems and issues identified.
Support outstanding system change requests; monitor progress, and communicate to management – test change requests to ensure any impacts to the Business Unit are identified and corrected prior to production
Participate in operational meetings to discuss process improvements and operational issues.
Perform tasks to support the department’s operational needs.
Test system changes and defects reported through the change control process in support of quality assurance.
Provide input, recommendations or decision making to operational meetings to discuss process improvements and operational issues.
Supports leadership with processing problems and issues identified.
Review, analyze and provide feedback for system business requirements and outgoing communications.
Comply with the Agency’s enterprise security and privacy policies and departmental procedures.
Provide recommendations for improving the work team or department's performance, efficiency, or workflow.
Other duties as assigned.