Senior Platform Analyst — Collections & CRM

Elevate

Fort Worth (TX)

On-site

USD 110,000 - 150,000

Full time

9 days ago

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Job summary

Elevate seeks a Senior Platform Analyst to build and maintain our Collections platform, bridging business, operations, technology, and vendors to deliver scalable capabilities that improve customer outcomes and agent efficiency.

The role partners with Product, Engineering, Risk, Compliance, Marketing, and Legal to define requirements, design solutions, and ensure on‑time delivery. Salesforce FSC/Service Cloud and collections tooling experience are highly valued.

Qualifications

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 FSC, Service Cloud, or related Salesforce products.
Experience with collections platforms such as Katabat, CGI Credit Studio, FICO Debt Manager, C&R Debt Manager, Pega Collections, or similar solutions.

Responsibilities

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.
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.
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.
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.