Sr. Systems Associate (Customer Service Platform)

Who We Are

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 3 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay, as an employee of HCA, you are eligible for:

· Medical, dental, and vision plans with no-cost and low-cost options

· Annual employer HSA contribution

· 401(k) matching and immediate vesting

· Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level:

o Associate / Sr. Associate: $350

o Manager / Sr. Manager: $600

o Director: $800

o Executive Director: $900

o VP or Above: $1,000

· 100% employer-paid life and disability insurance

· No-cost health and wellbeing programs, including a gym benefit

· Six weeks of paid parental leave

· Paid Volunteer Time Off, plus a company donation to a charity of your choice

What to Expect

The Sr. Systems Associate (Customer Service Platform) partners with business and technology stakeholders to analyze, design, and support the delivery of customer service platform capabilities within a product-based, transformation-oriented environment. This role is responsible for capturing and documenting business requirements, mapping and optimizing end-to-end service processes, and translating business needs into actionable artifacts that enable incremental platform modernization. Working within an Agile framework, this role supports phased migration efforts, ensures alignment with business objectives and compliance standards, and drives continuous improvement to enhance customer and agent experiences while supporting long-term platform evolution.

What You Will Do

1. Business Requirements Documentation & Process Analysis:

· Partner with IT and business stakeholders to capture, analyze, and document functional and non-functional requirements for customer service platform capabilities.

· Translate current- and future-state needs into clear user stories, acceptance criteria, and process flows aligned with product roadmaps, business value, and compliance standards that support platform transformation initiatives.

2. Agile Delivery & Sprint Execution Support:

· Actively participate in Agile ceremonies (sprint planning, backlog grooming, daily stand-ups, sprint reviews, retrospectives) and collaborate with Product Owners and delivery teams to refine user stories and backlogs, clarify requirements, and validate designs.

· Support sprint execution, release readiness, and environment coordination to ensure stable, high-quality delivery of platform enhancements.

3. Platform Configuration, Release, and Environment Support:

· Coordinate and support platform configuration activities, release planning, and environment management in collaboration with technical teams. Assist with the preparation, validation, and documentation of system releases, ensuring readiness for deployment into development, test, UAT, and production environments.

· Monitor platform stability, coordinate resolution of incidents or defects impacting business operations, and escalate issues as appropriate.

· Support sandbox refreshes, data migration activities, and integration testing to ensure seamless delivery of new capabilities and platform updates.

4. Testing, Quality & Operational Readiness:

· Plan and coordinate user acceptance testing, including scenario development, execution, defect management, and business sign-off.

· Support platform stability through monitoring, incident coordination, defect triage, and post-release validation to ensure solutions meet business, performance, and reliability expectations.

5. Continuous Improvement, Documentation & Change Support:

· Drive process optimization and standardization efforts to improve customer and agent experiences

· Maintain comprehensive documentation (requirements, processes, configurations, etc.) and support change management activities, including training and stakeholder communications, to drive adoption of new platform capabilities.