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Process Analyst

NetRefer Full-Time  Anywhere 28 Sep 2018

Job Description


Position Overview

The process analyst takes care of the company’s process documentation, by documenting, researching, measuring and updating the standard procedures to ensure that these achieve the desired results.

Essential Job Functions

  • Create process documentation/workflows, knowledge articles and self-service guidance
  • Collect and document of business requirements for project and process improvement/automation efforts
  • Facilitate process workflow modelling to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
  • Determine process performance metrics
  • Review information and trends to ensure that the output of processes is achieved the desired results and that services are meeting agreed upon service levels
  • Measure process performance and effectiveness
  • Identify issues and risks.
  • Bring inconsistencies and problems to the attention of management
  • Participate in the problem resolution
  • Track & audit critical processes and ensure adherence of the process and escalation requirements
  • Prepare audit reports
  • Analyse date for failed audits to determine root cause
  • Extract reports and provide a high-level analysis of data for review
  • Maintain a complete understanding of all NetRefer processes and polices
  • Map all department inputs and outputs
  • Highlight missing processes to the relevant departments as necessary
  • Collaborate with other team members for the implementation of new processes or major process changes
  • Co-ordinate and implement minor process changes
  • Research best practices with particular reference to ITIL standards
  • Ensure processes comply with regulatory requirements
  • Ensure processes do not conflict
  • Conduct attestations
  • Ensure any changes in processes for one area do not negatively impact other areas
  • Lead/Facilitate Process redesign workshops that involve eliciting process requirements and liaising with users
  • Document all company processes
  • Enforce critical processes

Knowledge, skills and experience required

  • University level education
  • Excellent business English
  • Excellent communication skills
  • Analytical mindset
  • Attention to detail
  • Knowledge of MS Word, Excel, & Visio (or other diagramming tools)
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