Process Analyst - Real Time Operations

Role Overview

We’re looking for a meticulous Process Analyst to join our Real-Time Operations team, where speed and accuracy are non-negotiable. Your primary mission is to keep our operational playbooks alive and accurate—translating fast-moving changes into clear documentation that frontline teams can actually use. You’ll serve as the bridge between Operations, Training, and Quality, making sure every process change is captured, communicated, and aligned with how work really gets done.

Key Responsibilities

• Take full ownership of the department’s knowledge base, keeping every SOP and reference document organized, current, and easy for teams to navigate.
• Draft, revise, and publish process documentation in Confluence, turning complex operational or technical concepts into simple, step-by-step guidance.
• Respond to operational changes in real time—updating documentation immediately when policies shift, systems are upgraded, or workflows are refined.
• Review existing processes to spot gaps, redundancies, and inefficiencies, then propose practical documentation-driven fixes that improve adherence.
• Partner with Quality Assurance to analyze error trends, identify recurring issues, and adjust process documentation to reduce confusion and compliance failures.
• Conduct root cause analysis for operational bottlenecks and translate findings into clearer instructions that help teams follow the intended process.
• Work closely with Training and Leadership when new projects come in, providing process-focused input on feasibility, scope, and realistic rollout timelines.
• Coordinate with the Training team to map out new processes and create Confluence documentation in lockstep with training materials, so both go live ready for launch.

Requirements & Qualifications

• Prior experience in an operational support role—whether in process documentation, quality, training, customer support, or a similar hands-on environment.
• Familiarity with the basics of SOP writing, knowledge management, or process documentation, and a genuine interest in making instructions clearer.
• Comfort using collaboration and documentation tools like Confluence, Google Workspace, or Microsoft Office; you don’t need to be a Confluence expert, but you should be eager to master it.
• Strong written and verbal communication skills, with a talent for breaking down complex ideas into plain, unambiguous language.
• A sharp eye for detail, excellent organization, and the ability to juggle multiple documentation requests without losing accuracy.
• Comfort working in a fast-paced, shifting environment where priorities change quickly and learning on the fly is expected.
• An analytical mindset—you don’t just document processes; you ask why things work the way they do and look for ways to make them better.
• A bachelor’s degree or an equivalent combination of education and practical experience.