Job Summary:

We are seeking a detail-oriented and analytical Business Process Analyst to evaluate, design, and implement efficient business processes and workflows across the organization. This role works closely with cross-functional teams to identify areas of improvement, analyze existing systems, and drive process enhancements that support organizational goals. The ideal candidate brings experience with ServiceNow, understands call center operations, and is skilled in process mapping, data analysis, and change management.

Key Responsibilities:

• Analyze current business processes and workflows to identify inefficiencies or areas for improvement.
• Facilitate process discovery sessions with stakeholders to understand objectives, challenges, and performance gaps.
• Develop and maintain process documentation including flowcharts, diagrams, and standard operating procedures (SOPs).
• Collaborate with IT, operations, and business units to design and implement solutions that improve productivity, quality, and customer satisfaction.
• Gather and document business requirements, ensuring alignment with project goals and technical constraints.
• Evaluate the effectiveness of new processes and support continuous improvement efforts.
• Lead or participate in process improvement initiatives using methodologies such as Lean, Six Sigma, or Agile.
• Assist with system implementations or enhancements by supporting testing, training, and change adoption.
• Monitor process KPIs and generate reports to track outcomes and drive decision-making.

Required Qualifications:

• Bachelor’s degree in Business Administration, Information Systems, Industrial Engineering, or related field.
• 3+ years of experience in business process analysis, process improvement, or business systems analysis.
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Proficient in process modeling tools (e.g., Visio, Lucidchart, Bizagi).
• Experience with process improvement methodologies (Lean, Six Sigma, etc.).
• Excellent verbal and written communication skills; ability to interface with all levels of the organization.
• Strong organizational and time-management skills.

Preferred Qualifications:

• Certification in Business Process Management (CBPA), Six Sigma, or similar.
• Familiarity with ERP, CRM, or workflow automation tools (e.g., ServiceNow, Salesforce, SAP).
• Experience in change management and organizational transformation projects.
• Exposure to business architecture frameworks or enterprise architecture tools.