MIT Business Process Analyst

Marco Technologies

9d • Remote

About The Position

The Business Process Analyst is responsible for designing, documenting, and
maintaining standardized service processes for Marco’s Managed IT (MIT)
organization. The primary focus of this role is creating playbooks, process
maps, and SOPs that drive consistency, scalability, and operational clarity
across service teams. This role partners closely with Service Delivery,
Operations, Automation, and Quality Assurance to translate how work should be
done into clear, usable documentation that enables repeatable execution and
continuous improvement. The Business Process Analyst does not manage daily
operations or people; success is measured by process clarity, adoption, and
reduction of variability and rework.

Requirements

• Associate’s degree and three years of relevant experience; or equivalent combination of education and experience.
• 2+ years of experience in a service desk, helpdesk, or MSP environment.
• Demonstrated experience creating SOPs, playbooks, or process documentation
• Strong process analysis and documentation skills
• Ability to translate complex operational workflows into clear, actionable documentation
• Experience creating flowcharts and process maps (Visio, Lucidchart, Miro, etc.)
• Excellent written communication skills with a focus on clarity and usability
• Strong stakeholder collaboration and facilitation skills
• Experience working with ticketing systems (e.g., ConnectWise)
• Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools.
• Excellent communication skills in working with and relating to people at all levels of an organization.
• Well organized and self-directed while being a team player.
• Treat people respectfully, work with integrity and ethics, and uphold organizational values.

Responsibilities

• Develop and maintain Service Playbooks that clearly define: Purpose, scope, and ownership of processes Inputs, outputs, and success criteria Escalation paths and decision points
• Create detailed process maps (swim lanes, flowcharts, BPMN-style diagrams) for: Ticket Lifecycle (intake, triage, resolution, escalation, closure) Requests, alerts, and exceptions Cross‑team workflows (Care Teams, NOC, Rapid Resolution, After‑Hours)
• Author and maintain Standard Operating Procedures (SOPs) that: Are clear, concise, and execution‑focused Align to service standards, SLAs, and tooling Support onboarding, cross‑training, and consistency
• Work with subject‑matter experts to capture current‑state processes and design future‑state improvements.
• Identify gaps, inefficiencies, and handoff issues within existing processes and recommend improvements.
• Ensure all process documentation: Uses consistent structure and terminology Is version‑controlled and easy to consume Aligns with Quality Assurance and automation standards
• Partner with QA and Service Delivery leadership to: Reduce repeat issues caused by unclear or inconsistent processes Support root‑cause and problem management initiatives
• Support automation initiatives by: Defining process eligibility and guardrails Documenting automation handoffs and exception paths
• Present process documentation and recommendations during operational and leadership reviews.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees