Process Writer

Gainwell Technologies LLC•Any city, OH

2d•$44,000 - $62,800•Remote

About The Position

Gainwell Technologies is seeking a highly motivated and detail-oriented Process Writer to join our Customer Experience (CX) team. This role will be instrumental in documenting processes, writing procedures, and creating Standard Operating Procedures (SOPs) for all CX functional areas. The ideal candidate will work closely with Lean Six Sigma Black Belts and other team members to ensure comprehensive and standardized process documentation that aligns with best practices.

Requirements

Bachelor's degree or equivalent combination of education and experience
Three or more years of knowledge management experience
Experience working with company knowledge assets
Experience working with company methodologies and process frameworks
Analytical and problem-solving skills
Personal computer and business solutions software skills
Good communication skills
Good interpersonal skills to interact and develop relationships/influence both internal and external personnel
Organization skills to balance and prioritize work
Interpersonal skills to communicate with different business units and subject matter experts
Business analysis and process modeling skills
Technical writing skills
Ability to work independently and as part of a team

Nice To Haves

Bachelor's degree in business applications or related field preferred
Familiarity with Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification is a plus.

Responsibilities

Document existing processes through detailed flowcharts, process maps, and written descriptions.
Conduct a thorough gap analysis to identify inefficiencies and suggest improvements.
Ensure all documentation is standardized, consistent, and aligned with organizational and industry best practices.
Write and maintain clear, concise, and standardized Standard Operating Procedures (SOPs) for all CX functional areas.
Conduct regular reviews and updates of SOPs to ensure accuracy and relevance.
Implement version control procedures to track changes and updates.
Conduct periodic reviews and validations of process documentation to ensure it reflects actual operations and complies with operational standards.
Gather feedback from stakeholders and operational teams to refine and enhance documentation.
Collaborate with the training department to align training materials with documented processes.
Assist in the development of training programs and evaluate their effectiveness.
Develop and implement documentation standards and best practices.
Create and maintain documentation templates, tools, and resources.
Work with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation.
Engage with stakeholders to understand their needs and incorporate their feedback into documentation.
Track and report progress on documentation projects, ensuring deadlines are met and deliverables are of high quality.
Clearly communicate findings, recommendations, and updates to team members, stakeholders, and management.