Processes Analyst and Technical Writer at TeKnowledge

Req ID: 16982

Overview

• We're seeking a Process Analyst and Technical Writer who will be instrumental in mapping, analyzing, and optimizing critical business processes.
• You will identify inefficiencies, bottlenecks, and areas for improvement, contributing directly to enhanced operational efficiency, cost reduction, risk mitigation, and ultimately, superior customer experience.
• This is an exciting opportunity to drive continuous improvement in a fast-paced and evolving financial technology environment.

Responsibilities

• Lead initiatives to thoroughly map and document current-state business processes across various departments.
• Utilize process mapping tools (e.g., Visio, Lucidchart) to create clear and concise process flows, swimlane diagrams, and standard operating procedures (SOPs).
• Ensure process documentation is consistently updated and maintained within the knowledge management system.
• Conduct in-depth analysis of existing processes to identify pain points, bottlenecks, redundancies, and opportunities for automation, simplification, and improvement.
• Gather and analyze process-related data (e.g., cycle times, error rates, resource utilization) to quantify inefficiencies and justify proposed changes.
• Develop recommendations for future-state processes (“To-Be” processes) that align with business objectives, reduce operational risk, and enhance efficiency and customer satisfaction.
• Work collaboratively with stakeholders to define key performance indicators (KPIs) for process effectiveness.
• Facilitate workshops and interviews with subject matter experts (SMEs) and stakeholders at all levels to gather requirements, understand current challenges, and validate proposed solutions.
• Communicate complex process concepts and changes clearly and effectively to technical and non-technical audiences.

Qualifications
Education & Certifications:

• Bachelor’s degree in Process Engineering, Information Systems, or related field.
• Certification in Business Process Management (e.g., CBPP), Lean Six Sigma (Green or Black Belt), and/or ITIL.
• Certified Business Analysis Professional (CBAP).
• BPMN Certification (for process modelling standards).
• Technical Writing Certification (e.g., from STC or Coursera).
• Agile Business Analyst Certification (optional but preferred).

Experience & Skills:

• 7+ years of progressive experience as a Process Analyst, Business Analyst, or Business Process Improvement Specialist.
• Knowledge of specific fintech products, services, and associated operational workflows (e.g., payments processing, digital onboarding, lending operations).
• Proven expertise in process mapping methodologies and tools (e.g., BPMN, Visio, Lucidchart).
• Excellent presentation skills for simplifying complex processes into clear diagrams and RASCI charts.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced, agile environment.
• Strong analytical and problem-solving skills, with the ability to dissect complex processes and identify root causes of inefficiencies.