Business Process Analyst
About The Position
The Business Process Analyst will evaluate operational workflows, including service desk operations, onboarding/offboarding, and customer service delivery. This role involves developing detailed workflow diagrams using Microsoft Visio to identify inefficiencies, bottlenecks, and control gaps. The analyst will also examine ticketing system data (e.g., ServiceNow, Track-It) to assess performance trends, resolution times, and service quality. Responsibilities include reviewing and developing Standard Operating Procedures (SOPs) aligned with actual operational practices and federal standards, conducting structured interviews to gather insights and validate findings, and recommending process improvements to enhance service delivery and operational efficiency. Strong analytical thinking and communication skills are essential.
Requirements
- Process Analysis Expertise
- Process Mapping & Optimization using Microsoft Visio
- Operational Data Analysis (e.g., ServiceNow, Track-It)
- SOP & Documentation Review
- Stakeholder Engagement through structured interviews
- Continuous Improvement Focus
- Strong analytical thinking and communication skills
- 5–7 years of experience
- BA/BS or equivalent experience
Responsibilities
- Evaluates operational workflows including service desk operations, onboarding/offboarding, and customer service delivery.
- Develops detailed workflow diagrams using Microsoft Visio to identify inefficiencies, bottlenecks, and control gaps.
- Analyzes ticketing system data (e.g., ServiceNow, Track-It) to assess performance trends, resolution times, and service quality.
- Reviews and develops SOPs aligned with actual operational practices and federal standards.
- Conducts structured interviews to gather insights and validate findings.
- Recommends process improvements to enhance service delivery and operational efficiency.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1-10 employees
