Principal Business Process Analyst

Workday•Usa, CA

2d•Hybrid

About The Position

We are seeking a highly skilled, data-driven Business Process Analyst to join our Global Support Operations team, analyzing knowledge trends, identifying operational efficiencies, and driving process improvements and optimization initiatives that strengthen our knowledge ecosystem and enhance digital AI tools supporting our global Customer Support organization. This adaptive, agile self-starter will develop a deep understanding of Support’s business priorities and day-to-day operations, collaborate closely with cross-functional teams across Support and other Workday groups, and leverage data, knowledge frameworks, and emerging AI technologies to deliver recommendations aligned with business goals and drive meaningful, measurable change.

Requirements

10+ years of Business Process Analyst, Process Manager or similar role, preferably within a global customer support or software organization.
5+ years in knowledge management tools, processes and KCS methodologies.
Outstanding written, visual representation, and verbal communication skills.
Experience defining, designing, and implementing solutions to achieve desired business outcomes by evaluating, diagnosing, documenting existing business processes, developing and applying metrics for process and performance measurement
Strong ability to establish relationships, influence without authority, and drive alignment across teams with varied strengths and leadership levels.
Outstanding organizational, interpersonal, and negotiation skills; flexible and adaptable; able to work in ambiguous situations.
Passion for customer service and commitment to delivering high-quality results.
Proficient in project management and collaboration tools (e.g., Workfront, Google docs, Smartsheet, MS Project, etc.).
Experience with AI chatbot/automated systems.
Demonstrated experience in process mapping, analysis, and improvement methodologies (e.g., BPMN, Lean, Six Sigma).

Nice To Haves

Six Sigma certification is highly desirable.
Experience with digital support technologies such as chatbots and virtual assistants, along with an understanding of artificial intelligence and machine learning concepts, is a plus.
Proficiency in using process mapping and business analysis tools (e.g., Visio, Lucidchart, Miro).
Highly adaptable and organized, with outstanding attention to detail and a strong commitment to continuous learning, including staying up to date with the latest technologies, frameworks, and the rapid business and organizational changes of a high-growth environment.

Responsibilities

Coordinate and implement processes for the creation and maintenance of knowledge articles to directly develop, improve, and strengthen the effectiveness of self-help and digital AI tools.
Analyze knowledge usage and industry trends alongside customer interactions with digital agents to identify opportunities for knowledge base enhancements and additional AI capabilities that drive proactive issue resolution.
Collaborate with technical teams to ensure seamless integration of the knowledge management system with other platforms , enabling better analysis of data, logs, and system configurations to optimize the overall effectiveness of AI solutions.
Map, analyze, and evaluate existing support processes to develop clear process documentation, including process flows and standard operating procedures (SOPs).
Align these process requirements to provide clear direction for product teams working to enhance the capabilities of digital agents.
Facilitate access to knowledge and continuously improve the quality of the knowledge base so that when serving as an escalation point for stalled AI cases, you can provide expert assistance and use those insights to further refine AI performance.
Assist with the planning and deployment of new knowledge projects utilizing the latest KCS and AI/ML frameworks.
Plan, perform, and implement process improvement initiatives, utilizing methodologies such as Lean, Six Sigma, or other relevant frameworks.
Develop clear and concise process documentation, including process flows, standard operating procedures (SOPs), and knowledge articles.
Collaborate with leaders, cross-functional teams and technical teams to collect requirements and ensure seamless integration of the knowledge management system with other tools and platforms.
Work with product and engineering teams to enhance the capabilities of digital agents.