Sr. Systems Associate; Customer Service Platform

Overview

Hyundai Capital America (HCA) is an Equal Opportunity Employer committed to creating a diverse and inclusive culture. We offer financial products including vehicle financing, leasing, subscription, and insurance solutions for Hyundai, Genesis, and Kia customers and dealerships, serving over 3 million consumers and businesses. We support skill development and career advancement and strive to lead in financing freedom of movement.

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 captures and documents business requirements, maps and optimizes end-to-end service processes, and translates business needs into artifacts that enable 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.

• 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.
• 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.
• 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.
• 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.
• 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.

• Minimum 8 years of progressive experience in cloud architecture, infrastructure engineering, or platform engineering, including strong hands-on AWS experience.
• Experience with cloud monitoring and observability tools such as Cloud Watch, Dynatrace, Prometheus/Grafana, Splunk, or similar.
• Experience working with managed service providers and outsourced vendors for cloud operations and delivery.
• Experience in financial services or automotive industries preferred.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical field.
• Master’s degree preferred.
• ITIL Foundation certification preferred.
• AWS certifications (Solutions Architect Associate or…