Lead Business Process Analyst in Belfast

Process Mapping and Documentation

Conduct detailed analysis of current value streams, business processes and workflows.

Create comprehensive process maps, capability definitions and documentation; maintain all artifacts including any cross-references.

Develop and maintain internal standard operating procedures (SOPs), documentation and standardized artifacts repository..

Create meaningful documentation, engage in research, and investigate process improvement opportunities (either for stand-alone enhancements, or as part of a larger program)

Data Mapping to identify and validate relationships, sources and target systems, maintain comprehensive documentation
 

Current State vs. Future State Analysis

Identify gaps, inefficiencies, potential risks and mitigation opportunities in current processes.

Collaborate with stakeholders to define future state processes including benefit analysis and success criteria.

Collaborate with supporting applications, PMO and cross-functional business partners in roadmaps and implementation plans to transition from current state to future state, identifying key systems and integrations in the process.
 

Requirements Gathering and Analysis

Elicit and document business requirements through interviews, workshops, and analysis. Be a trusted and empathetic partner.

Translate business requirements into functional, logical and related specifications for development and automation teams.
 

Journey Mapping

Develop customer and user journey maps to understand interactions and experiences.

Identify pain points and opportunities for process improvements.

Elicit individual metrics, into KPIs, to be incorporated and used to measure the impact of process changes.
 

Stakeholder Management:

Act as a liaison between business units and IT to ensure alignment and understanding.

Provide advice to training and supporting teams on Enablement opportunities to ensure successful adoption of new processes.

Communications with stakeholders, risk management and mitigation, etc.
 

5+ years as a Business Systems/Process Analyst as part of an enterprise IT technology team that works with a variety of business functions

Experience with working with one or more Customer Success teams (Customer Services, Support, Success, Operations, Onboarding, Customer Experience, Managed Services)

The ability to work effectively with other business analysts, key stakeholders, application administrators and end users to understand business and functional requirements and translate those requirements to executable work for the engineering teams.

Possesses the confidence to envision, drive, and implement change and improve on the status quo.

Resourceful individual that enjoys solving complex problems, requiring cross-functional collaboration and the facilitation of conversation across a variety of business domains.

Detail-oriented, but able to translate complex problems and solutions into digestible information for any audience (including executive management)

Experience in technology including but not limited to:

Supporting with Salesforce - Sales Cloud and Service Cloud

 Using tools such as Microsoft Visio or Lucidchart

JIRA and Confluence, from writing User Stories, to tracking Defects, and building in-system reports to show how our sprints/releases are progressing and where we have opportunities to improve

Strong work ethic and customer service mentality.