Business Process Analyst

Overview

Leads project delivery and process improvement across internal operations and client engagements, from planning and milestones through production testing and rollout, and trains and supports operational teams.

What you'll do

• Contributes to, defines, and implements comprehensive project plans, ensuring alignment with business objectives.
• Manages key stages of the project lifecycle from initiation through closure.
• Agrees to and delivers against key project milestones and commitments.
• Identifies, tracks, and manages project issues, dependencies, and risks proactively.
• Manages overall project deadlines and actively monitors scope creep.
• Delivers measurable benefits as per area of ownership, within approved plans.
• Identifies project support requirements and enables progression toward confirmed delivery.
• Identifies, develops, and implements process improvements to support internal operations and client engagements.
• Contributes to securing new assignments and growth opportunities for staff.
• Analyzes and streamlines business processes with business partners, identifying opportunities for efficiency and automation.
• Designs and implements process enhancements.
• Enhances forms and workflows to improve user experience for both internal teams and external customers.
• Validates system enhancements and conducts production testing to ensure quality and customer impact.
• Provides comprehensive training and process documentation to operational teams to improve understanding and system adoption.
• Conducts regular Q&A sessions with operational teams and leadership to address questions and share best practices.
• Partners with managers on organizational changes, system updates, and process modifications affecting their teams.
• Responds promptly to questions and requests, maintaining strong communication and support.
• Creates and maintains detailed process documentation and technical reference materials.
• Adopts and evaluates new tools and technologies to drive process improvement and operational efficiency.
• Demonstrates agility in learning new systems and tools, applying them quickly to solve business problems.
• Solicits and incorporates feedback from stakeholders, agents, and team members to refine processes.
• Challenges legacy processes and recommends data-driven improvements.
• Collaborates closely with business partners and stakeholders on daily operations and strategic initiatives.
• Maintains a customer-centric mindset, ensuring process improvements enhance both internal operations and external customer experience.
• Acts as a subject matter expert and trusted advisor to internal clients and operational teams.
• Identifies data flow issues and root causes, coordinating across teams for resolution.

What you'll need

• Project management: planning, execution, tracking, and delivery.
• Process analysis and improvement: identifying bottlenecks and implementing solutions.
• Communication and stakeholder management: clear articulation to diverse audiences.
• Technical acumen: understanding of systems, automation, and data flows.
• Responsiveness and accountability: timely follow-up and commitment to results.
• Adaptability: flexibility in rapidly changing environments and ability to learn new tools quickly.
• Problem solving: data-driven approach to identifying and resolving operational challenges.
• Proficiency with Salesforce Service Cloud.

Nice to have

• Experience in project management or operations improvement.
• Familiarity with process documentation or workflow tools.
• Interest in continuous improvement and customer experience.

Details

• Hybrid work model for office-based roles.
• Work from anywhere for up to 8 weeks per year.