Process Analyst - Real Time Operations

Role Overview

You will serve as the bridge between complex operational workflows and the people who execute them daily, ensuring every team member has access to clear, current, and practical guidance. This role sits within a fast-moving Real-Time Operations environment, where you will maintain the central documentation hub, refine processes as business needs shift, and partner with Operations, Training, and Quality teams to keep everyone aligned. Your work directly impacts operational efficiency, consistency, and the ability of frontline staff to perform their roles with confidence.

Key Responsibilities

• Own the departmental knowledge base end-to-end, from structuring content and organising folders to auditing information for accuracy, relevance, and usability.
• Draft, review, and maintain SOPs and supporting documentation in Confluence, translating dense operational or technical details into straightforward, actionable steps.
• Monitor live changes across policy, systems, and procedures, then update documentation promptly so teams are never working from outdated material.
• Evaluate existing workflows to uncover duplication, bottlenecks, or unclear instructions, and propose practical improvements that simplify execution.
• Investigate recurring operational errors through root cause analysis, then apply documentation fixes that reduce confusion and encourage compliance.
• Partner with Quality Assurance to analyse error trends and feed key findings back into process design, making documentation stronger with each review cycle.
• Support launch readiness by working with Training and Leadership to scope new initiatives, providing a process perspective on feasibility, risks, and timelines, and ensuring documentation and training materials are released in sync.

Requirements & Qualifications

• Hands-on experience in an operational support role touching process documentation, quality, training, customer support, or a comparable function where accuracy and clarity are critical.
• Familiarity with creating or maintaining SOPs, work instructions, or knowledge management materials, even if not the primary focus of a previous role.
• Working knowledge of Confluence, Google Workspace, Microsoft Office, or similar tools used for writing, editing, and collaborative documentation.
• Excellent written and verbal communication skills, with a talent for breaking down complex ideas into simple, unambiguous language.
• Strong attention to detail, natural curiosity, and the ability to spot inconsistencies or gaps in processes before they cause issues.
• Comfortable operating in a fast-paced setting where priorities shift quickly, and willing to adapt processes without losing momentum.
• Analytical mindset with a proactive approach to solving problems and improving how information flows across teams.
• A bachelor’s degree in a related field or equivalent practical experience that demonstrates the required competencies.