Business Workflow Specialist - Pega

Inside the Role

The Business Workflow Specialist will be responsible for managing and optimizing workflow systems built on a platform solution such as Pega across multiple areas like Credit, Funding, Customer Service, Collections, Remarketing. This role bridges business needs and IT capabilities, ensuring that workflow automation, case management, and agent performance monitoring drive efficiency, compliance, and customer satisfaction.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

Pay offered dependent on knowledge, skills, and experience   

  

Benefits include annual bonus program; 401k company contribution with company match up to 8% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans.   

What You Drive at DTFS

Requirements Gathering & Analysis

• Engage with stakeholders across operations areas to capture business needs.

• Translate complex processes into structured requirements, user stories, and acceptance criteria.

• Conduct gap analysis between current workflows and target-state automation.

Workflow & Platform Management

• Design and refine workflows, case lifecycles, and business rules within the Pega platform.

• Ensure workflows align with regulatory requirements, risk controls, and operational KPIs.

• Collaborate with architects and developers to configure and test platform solutions.

Cross-Functional Collaboration

• Act as liaison between business units, IT teams, and platform vendors.

• Facilitate workshops, demos, and sprint reviews to ensure alignment and transparency.

• Support change management and training for end-users adopting new workflows.

Data & Compliance Integration

• Partner with data teams to integrate workflow systems with portfolio analytics, and reporting dashboards.

• Monitor audit trails and system controls for adherence to governance policies.

Continuous Improvement

• Analyze workflow performance metrics to identify bottlenecks and opportunities for automation.

• Recommend enhancements to improve customer experience, reduce manual effort, and strengthen risk controls.

• Stay current with Pega platform updates and industry trends, especially in deployments of GenAI and Agentic AI capabilities.

 

Knowledge You Should Bring

• BS/BA and prefer 2-4 years of relevant experience or 6 years of relevant experience in lieu of degree 

• 3+ years of experience as a Business Analyst in financial services or workflow automation.

• Proficiency in requirements documentation, user story writing, and business rules definition

• Strong analytical skills with ability to interpret operational data and KPIs.

• Excellent communication skills to bridge business and IT stakeholders.

 

Exceptional Candidates Might Have

• Hands-on experience with Pega BPM/CRM modules (case management, decisioning, customer service).

• Certifications in Pega Business Architect (CBA) or equivalent.

• Ability to create process models, ontologies, and semantic frameworks for complex workflows.

• Bachelor’s degree in Business, Finance, Information Systems, or related field.

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)- 

Charlotte - DTFS, Fort Mill Office - DTFS. Relocation assistance is not available for this position.

Schedule Type: 

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

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