Service Delivery Center - Pega Smart Investigate Business Analyst / Architect - Senior

About the job:

Process Solutions and Automation is a competency within Ernst & Young’s Financial Services practice, providing clients with innovative solutions to address complex operational challenges and drive business transformation across banking and payments operations.

We help clients modernize and optimize business processes through intelligent workflow automation, case management solutions, and digital transformation initiatives. Our teams work with leading technologies and platforms to improve operational efficiency, enhance customer experiences, strengthen compliance, and enable scalable business outcomes.

We are seeking a highly skilled and motivated Pega Smart Investigate Business Analyst / Architect to join our dynamic team. In this role, you will lead discovery, requirements, and solution design activities for Pega Smart Investigate implementations supporting payment exceptions, investigations, disputes, and operational case management. You will collaborate with business and technology stakeholders to define future-state operating models, streamline investigation workflows, and deliver scalable solutions aligned with industry best practices.

At EY, you'll have an opportunity to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Key Responsibilities:

• Lead business discovery, requirements gathering, process assessment, and gap analysis workshops for Pega Smart Investigate implementations.
• Partner with business stakeholders, operations teams, product owners, compliance organizations, and solution architects to define future-state business processes and operational requirements.
• Translate business requirements into user stories, process models, case designs, business rules, routing strategies, SLAs, dashboards, and functional specifications.
• Drive product backlog creation, prioritization, sprint planning, requirements refinement, and Agile delivery activities.
• Define and optimize investigation workflows supporting payment inquiries, SWIFT exceptions, ACH exceptions, wire transfer investigations, dispute management, compliance reviews, and operational case management.
• Collaborate with solution architects and development teams to design scalable Pega Smart Investigate solutions, leveraging out-of-the-box capabilities and minimizing customizations.
• Validate solution designs against business objectives, regulatory expectations, operational controls, and target business outcomes.
• Support system integration testing (SIT), user acceptance testing (UAT), deployment planning, production rollout, and business readiness activities.
• Advise clients on payment operations, exception management, investigation processes, workflow automation opportunities, and straight-through processing initiatives.
• Define business KPIs, reporting requirements, operational dashboards, business rules, and routing strategies to support operational excellence.
• Drive stakeholder alignment, business process transformation, and realization of efficiency, compliance, and customer experience objectives.
• • Collaborate with cross-functional teams to ensure successful solution delivery and adoption across business and technology functions.
• • Provide regular project status updates and business analysis deliverables to leadership and client stakeholders.

To qualify, you must have

• Bachelor's or Master's degree in Business Administration, Information Systems, Computer Science, Engineering, Finance, or a related field.
• At least 5 years of experience as a Business Analyst, Functional Consultant, Solution Architect, or Process Transformation Consultant delivering workflow and case management solutions.
• Deep experience with Pega Smart Apps including Pega Smart Investigate and/or Pega Smart Dispute solutions.
• Strong knowledge of payments operations, including SWIFT, ACH, wire transfers, payment exceptions, investigations, dispute processing, and reconciliation workflows.
• Expertise in requirements elicitation, process modeling, user story development, backlog management, and Agile delivery methodologies.
• Experience defining business rules, SLAs, routing strategies, operational controls, reporting requirements, and performance metrics.
• Ability to bridge business and technology teams while facilitating solution design and business architecture decisions.
• Strong understanding of case management platforms, workflow automation, and operational transformation initiatives.
• Experience supporting SIT, UAT, deployment, and change management activities.
• Excellent communication, stakeholder management, workshop facilitation, and client-facing consulting skills.
• Experience working within highly regulated financial services or banking environments.

Ideally, you’ll also have

• Pega Business Architect (PBA) certification and/or Pega System Architect certifications.
• Experience with Pega Customer Service, Smart Disputes, or other Pega case management solutions.
• Knowledge of ISO 20022, payment modernization initiatives, and financial crime/compliance investigations.
• Experience supporting large-scale digital transformation, payments modernization, or operational excellence programs.
• Familiarity with process mining, intelligent automation, and straight-through processing optimization initiatives.

What we offer you
At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.  The base salary range for this job is: 
• • New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $80,300 to $149,100
  • Bay Area California offices – $83,700 to $155,300
  • All other offices locations in the US, including Sacramento – $67,000 to $136,800 
• Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.  In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today.                                              

• To make the most of your application experience, please limit yourself to two applications within a six-month period.
• EY accepts applications for this position on an on-going basis.
• For those living in California, please click here for additional information.
• At EY, our values set the foundation for how we work and the behaviors we expect of our people. Any misrepresentation or falsification of information or lack of integrity at any point in the recruiting process may result in withdrawal of your candidacy, revocation of an offer or immediate termination of employment.

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Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

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All in to shape the future with confidence.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.  

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