Job Description:

General Summary

We are seeking a Senior Platform Analyst to help build, enhance, and maintain our Collections platform. This role will serve as a critical bridge between business stakeholders, operations teams, technology teams, and platform vendors to deliver scalable collections capabilities that improve customer outcomes, agent efficiency, compliance, and operational performance.

The Senior Platform Analyst will partner closely with Product Managers, Engineering, Collections Operations, Risk, Compliance, Marketing, and Legal teams to define requirements, support solution design, manage enhancements, and ensure successful delivery of platform capabilities. The ideal candidate combines strong analytical skills with experience in Salesforce, collections systems, or customer servicing platforms and has a passion for solving complex operational challenges through technology.

This role is ideal for someone who enjoys understanding business processes, translating needs into platform capabilities, and continuously improving operational workflows through automation and technology innovation.

Principal Duties and Responsibilities

Platform Delivery & Enhancement

• Support the development and execution of the Collections platform roadmap.
• Gather, document, and refine business requirements, user stories, process flows, and acceptance criteria.
• Partner with Product Managers and Engineering teams to design scalable platform solutions.
• Assist in prioritizing enhancements, defects, technical debt, and platform improvements.
• Participate in Agile ceremonies including sprint planning, backlog refinement, demonstrations, and retrospectives.
• Support platform configuration, testing, and release activities.

Business Analysis & Process Improvement

• Analyze current collections processes and identify opportunities to improve efficiency, compliance, and customer experience.
• Document end-to-end business processes, workflows, and platform capabilities.
• Evaluate operational pain points and recommend automation opportunities.
• Support data analysis and reporting to measure platform effectiveness and business outcomes.
• Assist with developing business cases and recommendations for new capabilities.

Stakeholder Management

• Serve as a liaison between Collections Operations, Product, Technology, Risk, Compliance, and Vendor partners.
• Facilitate requirements, workshops and stakeholder discussions.
• Ensure business needs are clearly understood and translated into actionable platform solutions.
• Support user acceptance testing and change management activities.

Platform Operations & Governance

• Monitor platform performance and assist in issue investigation and resolution.
• Maintain documentation including process maps, requirements, configuration decisions, and release notes.
• Support platform governance standards and ensure compliance with regulatory and operational requirements.
• Participate in vendor management activities and platform capability evaluations.

Education and Experience

• Bachelor’s degree in business, Information Systems, Computer Science, or a related field, or equivalent work experience.
• 5+ years of experience in Business Analysis, Product Operations, Platform Analysis, Product management or related role
• Experience working with CRM platforms, Salesforce, collections platforms, servicing systems, or customer operations technologies.
• Experience gathering requirements and supporting software delivery initiatives.
• Experience working in Agile environments.
• Experience with Salesforce Financial Services Cloud (FSC), Service Cloud, or related Salesforce products.
• Experience in financial services, lending, collections, servicing, or contact center environments.
• Experience working with collections platforms such as Katabat, CGI Credit Studio, FICO Debt Manager, C&R Debt Manager, Pega Collections, or similar solutions.
• Salesforce Administrator certification preferred.
• Experience with workflow automation and business process optimization.

Required Skills, Abilities, Soft Skill Factors

Functional Skills

• Strong requirements gathering and business analysis skills.
• Ability to document workflows, user stories, process maps, and business requirements.
• Understanding of collections operations, customer servicing, payment processing, and contact center workflows.
• Experience with reporting, dashboards, and KPI analysis.
• Ability to evaluate business problems and recommend technology solutions.

Technical Skills

• Working knowledge of Salesforce platform capabilities.
• Familiarity with APIs, integrations, workflow automation, and platform ecosystems.
• Understanding of Agile delivery methodologies and backlog management tools.
• Experience with, Azure DevOps, Salesforce, or equivalent platforms.

Leadership & Soft Skills

• Strong verbal and written communication skills.
• Exceptional attention to detail and organizational skills.
• Ability to influence and collaborate across multiple teams.
• Strong problem-solving and analytical mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated with a continuous improvement mentality

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Elevate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.