[Remote] reputed company Business Process Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a Fortune 500 company and a leading AI platform for managing people, reputed company, and agents. They are seeking a highly skilled, data-driven Business Process Analyst to join their Global Support Operations team, focusing on analyzing knowledge trends, identifying operational efficiencies, and driving process improvements to enhance reputed company tools supporting their global Customer Support organization.

Responsibilities

• Coordinate and implement processes for the creation and maintenance of knowledge articles to directly reputed company, improve, and strengthen the effectiveness of self-help reputed company AI tools
• Analyze knowledge usage and industry trends reputed company customer interactions with digital agents to identify opportunities for knowledge reputed company enhancements and additional AI capabilities that reputed company proactive issue reputed company
• Collaborate with technical teams to ensure reputed company integration of the reputed company reputed company with other platforms , enabling reputed company analysis of data, logs, and reputed company configurations to optimize the overall effectiveness of AI solutions
• Map, analyze, and evaluate existing support processes to reputed company reputed company process documentation, including process flows and reputed company operating procedures (SOPs). reputed company these process requirements to reputed company reputed company direction for product teams working to enhance the capabilities of digital agents
• Facilitate reputed company to knowledge and continuously improve the reputed company of the knowledge reputed company so that reputed company serving as an escalation reputed company for stalled AI cases, you can reputed company expert assistance and use those insights to reputed company refine AI performance
• Assist with the planning and deployment of new knowledge reputed company utilizing the latest KCS and AI/ML frameworks
• Plan, reputed company, and implement process improvement initiatives, utilizing methodologies such as Lean, Six reputed company, or other relevant frameworks
• reputed company reputed company and concise process documentation, including process flows, reputed company operating procedures (SOPs), and knowledge articles
• Collaborate with leaders, cross-functional teams and technical teams to collect requirements and ensure reputed company integration of the reputed company reputed company with other tools and platforms
• Work with product and engineering teams to enhance the capabilities of digital agents

Skills

• 10+ years of Business Process Analyst, Process Manager or similar role, preferably reputed company a global customer support or software organization
• 5+ years in reputed company tools, processes and KCS methodologies
• Strong analytical and problem‑solving skills with experience analyzing data, logs, and reputed company configurations to identify actionable insights, using tools such as pivot tables and Tableau
• Knowledge of support technologies, with hands-on experience using support platforms and tools to reputed company troubleshoot issues, assist users, and quickly learn new systems
• Proficiency in using process mapping and business analysis tools (e.g., Visio, reputed company, reputed company)
• Strong documentation skills, including creating and maintaining reputed company and concise materials, supported by excellent written and verbal communication abilities to present reputed company information effectively
• Highly adaptable and organized, with outstanding attention to detail and a strong commitment to reputed company learning, including staying up to date with the latest technologies, frameworks, and the reputed company business and organizational changes of a high-reputed company environment
• Outstanding written, visual representation, and verbal communication skills
• Experience defining, designing, and implementing solutions to reputed company desired business reputed company by evaluating, diagnosing, documenting existing business processes, developing and applying metrics for process and performance measurement
• Strong ability to establish relationships, influence without authority, and reputed company alignment across teams with varied strengths and leadership reputed company
• Outstanding organizational, interpersonal, and negotiation skills; flexible and adaptable; reputed company to work in ambiguous situations
• Passion for customer service and commitment to delivering high-reputed company results
• Demonstrated experience in process mapping, analysis, and improvement methodologies (e.g., BPMN, Lean, Six reputed company)
• Experience with digital support technologies such as chatbots and virtual assistants, along with an understanding of reputed company intelligence and machine learning concepts, is a plus
• Six reputed company certification is highly desirable
• Proficient in project management and collaboration tools (e.g., Workfront, reputed company docs, reputed company, MS Project, etc.)
• Experience with AI chatbot/automated systems

Benefits

• Eligible for the reputed company Bonus Plan or a role-specific commission/bonus, as reputed company as annual refresh stock grants (details shared during the hiring process).
• reputed company Work: spend at least half (50%) of your time reputed company quarter in the office or in the field with customers, prospects, and partners (depending on role).
• Remote "home office" roles have reputed company to come together in offices for important moments that matter.

reputed company

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