Process Analyst - Real Time Operations

Process Analyst – Real-Time Operations

Role Overview

This position keeps the real-time operations knowledge base trustworthy and current so frontline staff can act confidently when conditions change. Day to day, the analyst turns evolving workflows, policy shifts, system updates, and launch plans into clear SOPs, process maps, and reference material inside Confluence. The work directly reduces confusion and errors by giving teams a single, reliable source of operational guidance.

Key Responsibilities

• Own the department knowledge base, keeping content structured, searchable, version-aware, and consistent with current business rules.
• Draft, revise, and publish SOPs, process flows, and quick-reference guides in Confluence as workflows and tools evolve.
• Convert complicated operational or technical procedures into plain-language steps that frontline agents can follow without ambiguity.
• Refresh documentation immediately when policies, launches, system changes, or process improvements alter how work is performed.
• Review existing procedures to uncover gaps, outdated steps, duplicated effort, and opportunities to simplify execution.
• Partner with Quality teams to examine error patterns and recurring issues, then adjust documentation to improve compliance and process adherence.
• Coordinate with Training and business leaders on new projects, assessing documentation needs and helping set realistic rollout timelines.
• Work alongside Training to map new processes in Confluence so reference material and training content stay aligned from launch.

Requirements and Qualifications

• Background in operations support, process documentation, quality assurance, training, customer support, or a comparable operational setting.
• Foundational exposure to SOP writing, knowledge management, or process documentation practices.
• Comfort using Confluence, Google Workspace, Microsoft Office, or similar collaboration and documentation platforms.
• Strong written and verbal communication, with the ability to produce instructions that are precise, structured, and easy to follow.
• Highly organized and detail-focused, with solid time management and the capacity to juggle changing priorities.
• Analytical approach and a proactive mindset for spotting process gaps and suggesting continuous improvement ideas.
• Able to learn quickly and remain effective in a real-time, fast-moving operations environment.
• Bachelor’s degree or equivalent practical experience.