Job Description

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.

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