Process Analyst

The Business Systems Process Analyst performs highly advanced (senior level) business analysis work.

Serves as a subject matter expert and is the liaison between Customer Service and the information technology department to identify business requirements of the users and to coordinate the automation of new or improved existing systems to enhance business operations. Work involves intricate participation in the gathering, development, and documentation of user requirements; the review, assessment, and development of business processes; the validation of user acceptance testing; the validation of post-implementation support of systems; and support of the systems development life cycle. May supervise the work of others. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

Duties & Responsibilities

1. Identify, analyze and recommend/document opportunities for improving business processes to include user requirements, procedures, and problems to automate or improve existing systems, and analysis of computer system capabilities, workflow, and scheduling limitations.
2. Consult on the analysis of an application, troubleshoot system problems, and implement solutions. Develop supporting materials for training as requested and/or assigned.
3. Work with outside vendors and contractors to complete projects and service requests; and may define, assign, and evaluate said work. Review complex project deliverables such as project charters, design documentation, test plans, and risk assessment plans, and provide comments and suggestions to document owners. Identify potential project risks and difficulties, and design strategies to mitigate or avoid them.
4. Review test cases, draft and submit change requests, and oversee a project’s scope, acceptance, installation, and deployment. Request and/or negotiate cost estimates for change requests from IT vendors and contractors.
5. Analysis of program policies and procedures to determine their effect on automated systems and system functional areas. May lead and/or participate in developing corrective action plans for projects or programs determined to be out of compliance with established policies or processes; or may take action to draft or update procedures to support a new policy or updated existing policy.

Knowledge, Skills and Abilities

1. Ability to focus on and rethink end-to-end activities that create value for customers while eliminating unnecessary, non-value-added work.
2. Ability to be familiar with techniques for organizational design, process improvement, technology assimilation, organizational change, and process modeling.
3. Ability to plan and achieve goals based on experience and judgment.
4. Ability to analyze, evaluate, and integrate business rules into system requirements.
5. Excellent communication (written and verbal) and interpersonal skills.
6. Ability to plan and coordinate the work assignments of others.
7. Advanced technical and problem-solving skills.
8. Ability to communicate in a professional manner with all levels of management.
9. Ability to establish and maintain effective working relationships with others.

Physical Demands

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Required Education / Experience

High school diploma or G.E.D. equivalent from an accredited institution is required. Graduate of a four-year accredited college or university with a degree in Business Administration, Computer Science, Management Information Systems, or similar related fields preferred. Minimum four (4) years of experience in an information technology or business analyst role. Professional experience or education may be substituted for one another.