Business Process Analyst

Job Summary

A company is looking for a Business Process Analyst responsible for designing and maintaining standardized service processes.

Key Responsibilities

• Develop and maintain Service Playbooks, detailing purpose, scope, inputs, outputs, and escalation paths
• Create detailed process maps for ticket lifecycle and cross-team workflows
• Author and maintain Standard Operating Procedures (SOPs) that align with service standards and support onboarding

Required Qualifications

• Associate's degree and three years of relevant experience, or equivalent combination of education and experience
• 2+ years of experience in a service desk, helpdesk, or MSP environment
• Demonstrated experience creating SOPs, playbooks, or process documentation