Senior Process Analyst
hace 4 semanas
About the Role:
We are seeking a highly motivated Process Analyst to join our team and play a key role in supporting our Customer Accounts Administration and Billing departments.
In this role, you will be responsible for analyzing, improving, and documenting our customer account and billing processes.
You will work closely with cross-functional teams to support incidents resolution, identify areas for improvement, develop and implement solutions, and ensure smooth and efficient operations.
Responsibilities:
- Analyze current customer account administration and billing processes to identify inefficiencies and opportunities for improvement.
- Collaborate with stakeholders across departments (Customer Success, Finance, Operations) to gather requirements and understand process pain points.
- Develop and document process maps and flowcharts to visualize workflows.
- Design and recommend process improvements to enhance efficiency, accuracy, and customer satisfaction.
- Develop and implement process changes, including the creation of training materials and communication plans for impacted teams.
- Monitor and track the effectiveness of implemented process changes and recommend further adjustments as needed.
- Maintain up-to-date process documentation to ensure clear communication and knowledge transfer.
Requirements:
- Strong analytical and problem-solving skills with the ability to identify root causes of issues.
- Excellent communication, both written and verbal, with the ability to clearly explain complex processes to both technical and non-technical audiences.
- Proven ability to collaborate effectively with individuals at all levels within the organization.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Proficient in Microsoft Office Suite (Word, Excel, Power Point).
- Experience with process mapping tools (e.g., Visio) a plus.
Preferred Qualifications:
- A solid understanding of process analysis methodologies is preferred.
- Experience with data analysis and the ability to identify trends and patterns is a plus.
What We Offer:
We acknowledge that many candidates may not meet every single role requirement listed above, and we encourage applications from candidates who are passionate about process improvement and customer satisfaction.
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