Systems Operations Analyst - Hybrid

The System Operations Analyst for our Prepaid Maintenance (PPM) program will manage the creation of all new programs and the modification of existing programs by working directly with our clients and collaborating with all departments within the lifecycle of the setup. The individual is responsible for the entire setup of PPM programs along with testing and auditing setups to ensure accuracy. The individual will also be responsible for creating new customer forms, handling of lender approvals, and resolving Client Support escalations. Collaboration with other departments is crucial to ensure the correct and timely setup of deals along with all the required internal notifications. Role will be responsible for testing new functionality launched in administrative system that may impact the PPM program.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Build relationships and collaborate with internal departments, external partners, and senior management

• Review and analyze deal proposal requests to determine the proper course of action for setup, identify exceptions requiring approval, as well as potential agreement impact

• Lead the development and participate in the day-to-day execution of business requirements and test plans

• Creation and modification of PPM programs including the setup of pricing, commission schedules, commission recipients, claim components, etc.

• Calculate reimbursements and prepare pricing structure and rate tables for different programs based on client requirements

• Create customized customer forms for different pre-paid maintenance programs

• Manage the lender approval process for all new and modified customer forms

• Test the entire setup of new or modified programs including testing claim entry to ensure accurate setup

• Work with internal teams to update documentation

• Coordinate new program launches to all departments

• Liaise with TWS’ partners to ensure accurate completion of setups

• Participate in system regression testing of scheduled releases and hot fixes

• Analyze test reports to validate results

• Perform ad-hoc system audits to ensure accurate setup of new or existing deals, compare and analyze findings based on business rules

• Liaise with TWS’ System Vendor to report bugs and request new functionality

• Analyze and respond to the Client Support team on any issues identified

• Audit scheduled reports to ensure accuracy of deal setups and highlight any irregularities to the Client Relations team

• Collaborate with teammates to ensure department processes, procedures and guidelines are kept up to date and accurate

• Identify areas for improvement, actively participate in and support new processes that are introduced, providing valuable feedback to ensure the success of initiatives

• Create or amend operating procedures, and develop/maintain process flow diagrams for inter-departmental change initiatives

• Develop and produce key management reports to improve efficiencies, minimize risk and maintain compliance

• Review and store all testing, documentation and correspondence in a designated location as instructed by company policy

• Other duties as assigned

• Bachelor's Degree in business or related field preferred
• 3 years’ experience working in similar role
• Must type at least 40 wpm
• Experience with database systems and understanding of systems
• Demonstrated accounting sense
• Must thrive in a fast-paced environment and be able to work independently and as a member of a team
• Must be detail-oriented and have excellent organizational and time management skills with the ability to multi-task effectively
• Ability to create and develop professional relationships with internal and external customers
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Excellent Microsoft Office (Excel, Word, Power Point, Outlook), advanced Excel is a required