As a
Business Intelligence Analyst with a Process Documentation Specialist focus, you will be responsible
for capturing, standardizing, and maintaining end-to-end process documentation that supports operational
consistency, governance, and scalability across the organization. This role serves as the central point for
translating business and technical processes into clear, accurate, and accessible documentation.
The Responsibilities:
Process Documentation & Standardization
- Document end-to-end business processes, workflows, and standard operating procedures (SOPs) across Workforce Management, Operations, and BI-supported functions
- Translate complex operational and technical processes into clear, concise, and user-friendly documentation
- Ensure all documentation follows standardized templates, naming conventions, and formatting guidelines
Stakeholder Collaboration & Knowledge Capture
- Partner with subject matter experts (SMEs), Operations Leaders, BI Analysts, QA, Training, and MIS to capture accurate process details
- Facilitate walkthroughs, interviews, and validation sessions to ensure documentation reflects actual practice
- Challenge undocumented or unclear processes and escalate gaps for resolution
Governance & Version Control
- Maintain version control, ownership, and approval records for all process documents
- Ensure documentation is reviewed, approved, and published in accordance with governance standards
- Track document lifecycle including creation, updates, deprecation, and archival
Documentation Quality & Compliance Support
- Review existing SOPs and process documents to identify gaps, inconsistencies, or outdated content
- Support audit and compliance activities by ensuring documentation is current, complete, and accessible
- Partner with Audit and Compliance stakeholders to address documentation-related findings
Reporting & Status Updates
- Provide regular updates on documentation progress, coverage, and outstanding gaps
- Surface risks related to undocumented or misaligned processes to leadership
- Continuous Improvement
- Identify opportunities to simplify, streamline, or standardize processes through documentation insights
- Recommend improvements to documentation frameworks, templates, and governance practices
- Stay current with documentation best practices and knowledge management tools
Knowledge, Skill Set & Qualifications Required (External)
- 2-3 years of BPO experience, preferably in Workforce Management, Operations, Quality, Training, or Process Excellence
- 1-2 years of experience in process documentation, knowledge management, business analysis, or a
- related role
- Proven experience documenting end-to-end processes, workflows, SOPs, and operational guidelines
- Strong understanding of operational processes, KPIs, and interdependencies across teams
- Experience working with subject matter experts (SMEs) to capture, validate, and standardize processes
- Ability to translate complex or technical processes into clear, structured, and user-friendly
- documentation
- Familiarity with documentation standards, version control, and document governance practices
- Experience using documentation and collaboration tools such as Google Docs, Google Sheets, and
- process mapping tools
- Exposure to process mapping techniques (e.g., swimlane diagrams, flowcharts)
- Ability to review existing documentation to identify gaps, inconsistencies, or outdated content
- Strong attention to detail with a high standard for accuracy and consistency
- Excellent written communication skills with the ability to tailor content for different audiences
- Ability to manage multiple documentation initiatives and meet deadlines in a fast-paced environment
- Experience partnering with Operations, BI, QA, Training, and MIS teams to ensure documentation
- reflects actual practice
Qualifications Education:
- Bachelor's degree in Business, Communications, Industrial Engineering, Information Systems, Education, or a related field
Other Preferred Requirements:
- Must be a self-motivator and self-starter
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