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Business Process Analyst
2 months ago
Role: Business Process Analyst
Status: Permanent Full-Time
Department: Customer Operations, EHCS
Location: Birchmount
Summary:
A business process analyst examines, improves, and streamlines business processes within an organization. They are responsible for identifying inefficiencies, bottlenecks, and areas for improvement in the existing business processes. This involves thoroughly analyzing the current processes and identifying opportunities for optimization.
Once the areas for improvement are identified, a business process analyst works with various teams within the organization to develop and implement new processes, procedures, and technologies that would improve the overall efficiency and effectiveness of the organization. They collaborate with stakeholders to gather requirements and ensure all teams are aligned on the proposed changes.
- Analyzing current business processes, workflows, and procedures to identify areas for improvement.
- Developing and implementing optimized processes and procedures to enhance efficiency, productivity, and customer satisfaction.
- Ensure that analysis for all processes includes people, systems, and customer flows.
- Understand how to drive discussions with a decision-based model.
- Collaborating with stakeholders to design and execute process improvement initiatives aligned with organizational goals.
- Collaborate with stakeholders to understand business objectives, processes, and requirements, and translate them into clear and concise user stories, use cases, and functional specifications.
- Conduct a thorough data analysis and process mapping to identify obstacles, inefficiencies, and opportunities for improvement.
- Develop and implement relevant processes and technologies to optimize the organization’s internal operations.
- Assist in the development and implementation of new business processes and systems.
- Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations.
- Communicate with shareholders and stakeholders to ensure alignment on proposed changes.
- Monitor process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments.
- Create process documentation and guidelines, including standard operating procedures and workflow diagrams.
- Provide training and support to team members on new processes and best practices.
Requirements:
- BBA or equivalent post-secondary education.
- 3+ years of experience in business process analysis and mapping or a related role supporting a contact center/customer service environment.
- Proven ability 2+ years in process re-engineering, process mapping, and customer journey mapping.
- PMP certification.
- Utility Experience.
- Strong analytical and problem-solving skills.
- Proficiency in process mapping and analysis tools and software (e.g., Visio, Excel, SQL, Tableau).
- Experience with process modeling and improvement methodologies (e.g., Six Sigma, Lean).
- Self-starter with strong interpersonal and conflict resolution skills.
- Excellent written and oral communications skills.
- Ability to quickly form relationships and interact effectively in a complex environment.
- Strong desire to understand operations and root causes of issues.
- Strong ability to multitask and work under tight timelines.
- Strong organizational and time-management skills.
- Ability to understand financial impacts and back-end billing environments.
- Ability to prioritize deliverables and work with various people at all levels, including customers, to achieve personal and team objectives.
- Flexibility to adapt to changing priorities.
- Extensive experience handling multiple billing systems and exceptions management.
- Superior working knowledge of Microsoft Applications such as Excel and Access.
- Power BI, Advanced Excel.
