Business Process Analyst

TEKsystems•Minneapolis, MN

5d•$25 - $30•Hybrid

About The Position

Financial Services organization in Minneapolis is looking for a Business Process Analyst. The work environment is within the “Contact Center Enablement Services” team, which includes 2 BPA’s and an Operations Analyst. This team focuses on four pillars: Executing Strategy, Business Transformation and Delivery, Incident Management (primary need), Knowledge & Operations Enablement, and Identity & Access Services. The day-to-day expectations involve cleaning up SOPs and knowledge, with a focus on content writing standards. The role requires assessing articles to determine if they should be kept, removed, or edited. Approximately 60% of the time will be dedicated to this task, utilizing Salesforce as the repository for 6,000 articles, with a goal to reduce this number to 2,000.

Requirements

Business analysis
Salesforce
AI
technical writing
Business process
Financial services
Content writing standards
Experience assessing articles for retention, removal, or editing

Nice To Haves

Experience with KCS SOP and Salesforce Content Repository
Experience with Macros, Links and Service Level/Processing Times Resources in Salesforce
Experience with Authentication Tools: Standard and EA
Experience with QA Action Plans
Experience with Knowledge Management Governance
Experience with Salesforce access roles/limitations and permission sets

Responsibilities

Runs reports and data in Salesforce that support the Contact Center
Create a report intake request process for BOA support staff like Data Analytics PowerBi Intake form/process
Teach other analysis requesting run reports so they can be self sufficient
Partner/Complete Support Inbox Intake workload
Set guidelines and service levels of what will be accepted as workload and what should be triggered as review needed list – draft status
Complete Feedback to senders when outside inbox intake intent
Own Authentication Tools: Standard and EA
Write, Present or Collaborate with BPAs/BOAs on PCCs when needed for article update considerations
QA Action Plans - Authentication (Alisa)
Support Doc Oversight for KCS related SharePoint inventory in partnership with BPAs/BOAs (example: KCS SOP and Salesforce Content Repository)
Special Projects requested by direct manager or directors and above
Knowledge Management
Maintain and test Macros, Links and Service Level/Processing Times Resources in Salesforce (partner with BPAs and CRM)
Possible future control process
Update articles when needed due to Intake workload
Ensure proactive content validation
Avoid the article from having to be fixed during the control review that is completed quarterly
Set and Maintain Validation Content Standards of Articles
Oversee Knowledge Management Governance
Maintaining Knowledge Management Certifications, complete QA for new certifications and training materials
Oversee Salesforce access roles/limitations and permission sets