Sr. Associate, CMA System Support, Job ID # P134316 - Full-time

BASIC FUNCTION
Support CSCM activities in support of Field and Headquarters Operations, primarily as an administrator of the CMA Operational Performance Management Tool.

PRINCIPLE RESPONSIBILITIES AND DUTIES
1. Development and administration of the Performance Management Tool, including:
a. Work closely with multiple business partners as the administrator of the Performance Management tool including prioritizing, developing metrics, and managing business updates to the system to meet requirements given.
b. Manage testing necessary for project development and implementation.
c. Manage to project deadlines.
d. Develop and maintain an effective understanding of operations reporting needs and processes.
e. Work closely with Business Technology (BT) to add new data sources and complete data configuration.
2. Acts as Subject Matter Expert (SME) for operations support.
3. Supports End User with System functionality.
4. Headquarters operational responsibility for support, development, testing, and implementation of CSCM systems.
5. Work with Training and Documentation teams to assure proper system documentation is maintained.
6. Maintain/Update System Documentation as necessary.
7. Provide ongoing support to field management regarding system use and assure best practices efforts are facilitated and implemented in CMA.
8. Perform User Acceptance Testing as appropriate within a project or system fix.
9. Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.

Relationships
• Reports to the Cardmember Assistance System Support Manager.
• Works extensively with Business Technology teams partnering with CMA.
• Works with collection Regional Operations Directors, Department Managers, and all field employees.
• Works extensively with Headquarter Management in CMA.

Qualifications

• Technical expertise. Experience with SQL, SAS, databases is required
• Effective communication style, writing ability,and organizational skills.
• Ability to learn coding skills or understand languages such as CQL.
• Ability to travel.
• Ability to manage multiple tasks simultaneously.
• Effective management of time and understands importance of meeting deadlines.
• Ability to estimate and communicate time needed for effective implementation of requests.
• Programming and/or database management experience preferred.
• Possesses strong analytical skills.
• Strong in excel formulas and data analysis
• Ability to communicate with all levels of the organization.
• Efficient knowledge of PC w/advanced skills in various PC applications (e.g. Microsoft products). Proficient in complex excel formula creation.
• Operations support in areas of collections, customer service preferred.
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.