Technology CSS Quality and Process Control Analyst (L08)

Role Title: Technology CSS Quality and Process Control Analyst (L08)

Company Overview:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #2 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
• We provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
• We provide career advancement and upskilling opportunities for all to take up leadership roles.

Organizational Overview:

This role is part of the Technology and Operations organization in the Client System Support space and will be responsible reviewing and analyzing the accuracy of the production build of specific types of change requests. In addition, this role will be responsible for process control of the Credit Products Platform Configuration change management process.  This role will report to our AVP, CSS Technology Quality Assurance-CSS IT.

Role Summary/Purpose:

The Technology CSS Quality Control and Process Analyst will develop working knowledge of platforms and service areas relevant to the Client System Support Technology team including Fiserv Product Control File (PCF), Decision Management Menu (DMM), Decision Quest (DQ), Rules, Merchant Banking Systems (MBS), Synapps and Rewards platforms for the purpose of reviewing and analyzing the accuracy of the production build of specific types of change requests. In addition, this role will be responsible for process control of the Credit Products Platform Configuration change management process through review of workflows to ensure proper and timely completion of the workflow steps including evidence where required. Lastly, the role will help drive post-production validation for the purpose of ensuring completion of this critical control step and workflow closure.

Key Responsibilities:

• Independently establish, monitor, and evaluate accurate and timely completion of control steps within various change requests workflows utilizing across the Credit Product Platform Configuration L3 process, including Loyalty change requests.
• Maintain complete and timely documentation of process control work and job aids within team sites and slash or shared libraries.
• Responsible for providing CSS leadership with timely status updates and establishing reporting provided at regular intervals (ie. Quarterly reviews).
• Work closely with cross functional teams to ensure implementation of process steps
• Evaluate and document of KPI/KRI for L3 process.
• Responsible for daily reviews of CSS configuration build activity across platforms to ensure production changes are supported by the business request.
• Capture and document results of build activity monitoring.
• Verify and validate systems set up against business requirements to ensure accuracy and timeliness.
• Collaborate with CSS design and build resources regarding discrepancies between requests requirements and system setup.
• Establish regular vendor process reviews and documentation update operating rhythm.
• Ensure adherence to performance SLA’s and escalate issues to management immediately.
• Participate in finding ways to increase efficiency, improve team performance and offer improvement suggestions when appropriate.
• Perform other duties and/or special projects as assigned.

Required Skills/Knowledge:

• Bachelors degree with minimum 2 years of Fiserv system related experience with strong knowledge of current Fiserv capabilities and products including: PCF, DMM, DQ, Promos, Plastics, Statements, PCS, FD Query Tool, SharePoint, and Document Direct
• Effective working knowledge of product control file, decision management system, and transfer action level processing for promotional related settings

Desired Skills/Knowledge:

• Strong cross functional team player with the ability to work seamlessly across a matrix organization and with offshore resources
• Detail-oriented and proven experience managing multiple priorities
• Excellent interpersonal skills with ability to influence clients, team members, management, and external groups
• Superior oral and written communication, analytical and problem-solving skills

Eligibility Criteria:

• Bachelors degree with minimum 2 years of Fiserv system related experience with strong knowledge of current Fiserv capabilities and products including: PCF, DMM, DQ, Promos, Plastics, Statements, PCS, FD Query Tool, SharePoint, and Document Directe

Work Timings:5:30 AM to 2:30 PM EST

This role qualifies for Enhanced Flexibility offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time – 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs)
We are proud to offer flexibility at Synchrony. Our way of working allows you the option to work from home or workspaces in our Regional Engagement Hubs—Hyderabad, Bengaluru, Pune, Kolkata, or Delhi/NCR.
Occasionally you may be required to commute or travel to Hyderabad or one of the Regional Engagement Hubs for in person engagement activities such as business or team meetings, trainings, and culture events.

For Internal Applicants:

• Understand the criteria or mandatory skills required for the role before applying
• Inform your manager and HRM before applying for any role on Workday
• Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
• Must not be any corrective action plan (First Formal/Final Formal, LPP)
• L6 to L7 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible.
• L8 Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible.
• L6+ employees can apply for this opportunity.

Grade/Level: 08

Job Family Group: