Business Process Analyst II

Chesapeake Utilities Corporation • Dover, DE

225d • Hybrid

About The Position

The Business Process Documentation Analyst supports Customer Care Operations by achieving daily operational targets and handling day-to-day tasks for the Excellence and Support team across Chesapeake Utilities and its subsidiaries. This role will include the creation, organization, maintenance of the company's policies, procedures, guidelines and other related documentation (e.g. workflows, job aids, forms, etc.) across multiple departments. This position collaborates with key stakeholders in the business units to gain a thorough understanding of each area's operations and write clear and concise standard operating procedures (SOPs) that will guide team members in their day-to-day operations. They will identify inefficiencies and areas of improvement in existing processes and develop new processes using improvement methodologies. Mentors Level 1 Analyst.

Requirements

• High School Diploma.
• Preferred: Associate degree in a business-related/analytical field, Human Resources, Operations Management, Statistics.
• Three (3) years of process documentation, process mapping, business analysis, quality analysis, or similar role experience with one (1) year Utility or regulated Industry.
• Regular driver's license.
• Certified Business Process Documentation (CDP)/Certified Business Process Manager (CDM) or similar accreditation.
• Preferred: Accredited Process Improvement Certification; Six Sigma or Lean process improvement methodologies or similar accreditation.
• One (1) year SAP knowledge.
• Requires in-depth conceptual and practical knowledge in various areas of organization as well as a comprehensive understanding of internal and industry standards.
• PC skills (Microsoft Suite, Excel, Vizio, and Content Management System, Document Manager Software).
• Communication Skills.
• Problem-Solving Skills.
• Organizational and interpersonal skills.
• Strong Collaboration skills.
• Detail-Oriented Skills.
• Strategic Thinking Skills.
• Excellent writing and editing skills.
• Multi-tasking skills.

Nice To Haves

• Accredited Process Improvement Certification.
• Six Sigma or Lean process improvement methodologies or similar accreditation.

Responsibilities

• Analyzes business processes to determine documentation requirements.
• Gathers information through research, subject matter experts, interviews, source documents and reviews existing documentation.
• Writes accurate and easy to understand Standard Operating Procedures (SOPs) based on information received from key stakeholders for each business unit.
• Creates supporting documentation for business units as needed, including policies, forms, job aids, FAQs, workflow diagrams, etc.
• Manages regular reviews of standard operation procedures and other documentation with subject matter experts to maintain accuracy and completeness of documents and ensure compliance with the plan documents and any applicable regulations.
• Ensures consistency in terminology, cross-referencing policies to relevant key performance indicators and in maintaining clarity, standardization, and accessibility of information, promoting a cohesive and efficient operational environment.
• Stays informed of plan or regulatory changes and update documents accordingly.
• Periodically reviews procedures and make process improvement recommendations to optimize processes using improvement methodologies and process excellence and related tools.
• Interfaces with leadership, managers and staff to gain insights on how information is consumed by stakeholders and determine the most effective and efficient ways to present and deliver such information.
• Mentors Level 1 analysts in all routine work.

Benefits

• Flexible work arrangement.
• Competitive base salary.
• Fantastic opportunities for career growth.
• Cooperative, supportive and empowered team atmosphere.
• Annual bonus and salary increase opportunities.
• Monthly recognition events.
• Endless wellness initiatives and community events.
• Robust and customizable benefit packages-choose what works best with your life.
• Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Utilities
• Education Level: Associate degree