Production Support Analyst - Guaranty
Job Description PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.
Give back tomorrow by joining us today! Salary:
Grade 12 ($39,159.
00 - $69,734.
17) Shift:
Monday through Friday 8:
00 AM - 5:
00 PM Location:
Harrisburg, PA.
Hybrid work schedule 2 days in office/3 days WFH.
Department:
Loan Asset Management This position provides technical and business support to PHEAA's Guaranty operations to ensure efficient day-to-day processes.
This role will support the contact centers and claims area with complex account review, processing, technical, and data-related needs or issues by identifying ways to develop, automate/streamline processes for the business unit to be more efficient, compliant and address on going or new initiatives, particularly those from the U.
S.
Department of Education or PHEAA's Guaranty clients.
Primary Duties and Responsibilities End User Product Support Provide support and guidance to management 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 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 customer/business needs.
Ensure systems are set up and used correctly for guaranty 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 to ensure compliance and operational efficiency.
Production Support Support new initiatives by developing workflows, procedures and demands to operationalize the effort.
Monitor day-to-day operations and initiatives with reporting and analysis.
Maintain department SAS or PageCenter reporting inventory and needs.
Collaborate with Management and Training staff 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 Develop and track reports on initiatives/projects for current and historical data used for monitoring Agency performance and managing processes including, but not limited to:
manual tasks, deliverables, statistics, etc.
Participate in operational meetings to discuss process improvements and operational issues.
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 and trainers with processing problems and issues identified.
Other Duties and Responsibilities 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.
Required Skills Associate's degree and related loan guaranty experience or at least two years with progressively complex analysis work in a student loan environment or the equivalent combination of knowledge, training, and experience.
Proven attentive listening skills.
Demonstrated analytical skills.
Effective time management organization and prioritizing.
Balanced interpersonal skills - good established networks, at the same time delivering information in a timely manner.
Solid in Microsoft Office, particularly Excel.
Preferred
Qualifications:
Experience in AQT or ability to develop SAS reporting.
PHEAA's environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.
Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.
Required Experience Associate's degree Recommended Skills Active Listening Analytical Business Efficiency Business Requirements Confidentiality Decision Making Estimated Salary: $20 to $28 per hour based on qualifications.
Give back tomorrow by joining us today! Salary:
Grade 12 ($39,159.
00 - $69,734.
17) Shift:
Monday through Friday 8:
00 AM - 5:
00 PM Location:
Harrisburg, PA.
Hybrid work schedule 2 days in office/3 days WFH.
Department:
Loan Asset Management This position provides technical and business support to PHEAA's Guaranty operations to ensure efficient day-to-day processes.
This role will support the contact centers and claims area with complex account review, processing, technical, and data-related needs or issues by identifying ways to develop, automate/streamline processes for the business unit to be more efficient, compliant and address on going or new initiatives, particularly those from the U.
S.
Department of Education or PHEAA's Guaranty clients.
Primary Duties and Responsibilities End User Product Support Provide support and guidance to management 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 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 customer/business needs.
Ensure systems are set up and used correctly for guaranty 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 to ensure compliance and operational efficiency.
Production Support Support new initiatives by developing workflows, procedures and demands to operationalize the effort.
Monitor day-to-day operations and initiatives with reporting and analysis.
Maintain department SAS or PageCenter reporting inventory and needs.
Collaborate with Management and Training staff 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 Develop and track reports on initiatives/projects for current and historical data used for monitoring Agency performance and managing processes including, but not limited to:
manual tasks, deliverables, statistics, etc.
Participate in operational meetings to discuss process improvements and operational issues.
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 and trainers with processing problems and issues identified.
Other Duties and Responsibilities 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.
Required Skills Associate's degree and related loan guaranty experience or at least two years with progressively complex analysis work in a student loan environment or the equivalent combination of knowledge, training, and experience.
Proven attentive listening skills.
Demonstrated analytical skills.
Effective time management organization and prioritizing.
Balanced interpersonal skills - good established networks, at the same time delivering information in a timely manner.
Solid in Microsoft Office, particularly Excel.
Preferred
Qualifications:
Experience in AQT or ability to develop SAS reporting.
PHEAA's environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.
Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.
Required Experience Associate's degree Recommended Skills Active Listening Analytical Business Efficiency Business Requirements Confidentiality Decision Making Estimated Salary: $20 to $28 per hour based on qualifications.
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