流程分析师
Process Analyst
职位描述
该职位在PointClickCare中扮演关键角色，通过与销售、客户成功、专业服务和客服部门的高级领导合作，分析、设计并实施流程改进，从而推动运营卓越。该职位负责识别差距，推荐解决方案，并协调跨职能团队以实现有影响力的业务计划。通过利用流程分析和项目管理的专业知识，流程分析师确保新流程和解决方案提升业务绩效和利益相关者的满意度。最终，该职位为PointClickCare的使命做出贡献，即打造创新的医疗技术，改善老年人及其照护者的生活质量。
你将负责：
- 与高级领导和跨职能利益相关者合作，分析现有系统和操作流程，通过流程再造、人工智能和自动化提高业务表现。
- 主导结构化的发现对话，包括访谈、研讨会和利益相关者演示，以了解现状流程和未来目标。
- 进行差距和影响分析，识别风险领域，并推荐符合业务需求和最佳实践的解决方案。
- 收集并记录流程改进项目的业务需求，创建并维护清晰、结构化的流程图。
- 协调跨职能项目团队以实现既定的业务目标，在实施过程中促进并参与用户验收测试和利益相关者对齐。
- 担任受信任的流程专家，指导高可见度项目的战略讨论和决策。
- 作为持续改进方法论的重要成员，帮助塑造团队如何开展持续改进工作，并随着时间推移提高该实践的标准。
任职资格与技能：
- 在快节奏、跨职能环境中具备主导流程分析和改进项目的实际经验。
- 具备出色的引导和沟通能力，能够与高级和高管层建立关系。
- 有设计和记录流程图、工作流和业务需求的经验。
- 具备出色的组织能力、项目管理和解决问题的能力。
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The Role
The Process Analyst at PointClickCare plays a pivotal role in driving operational excellence by partnering with Senior leaders across Sales, Success, Professional Services and Support to analyze, design, and implement process improvements across the organization. This position is responsible for identifying gaps, recommending solutions, and coordinating cross-functional teams to deliver impactful business initiatives. By leveraging expertise in process analysis and project management, the Process Analyst ensures that new workflows and solutions enhance business performance and stakeholder satisfaction. Ultimately, this role contributes to PointClickCare’s mission of building innovative healthcare technology that improves the quality of life for seniors and their caregivers.
What You’ll Do
- Partner with senior leaders and cross-functional stakeholders to analyze existing systems and operational procedures, identifying opportunities to improve business performance through process redesign, AI, and automation.
- Lead structured discovery conversations, including interviews, workshops, and stakeholder walkthroughs, to understand current-state processes and future-state goals.
- Conduct gap and impact analyses to identify areas of risk and recommend solutions aligned with business needs and best practices.
- Collect and document business requirements for process improvement initiatives, and create and maintain clear, structured process maps.
- Coordinate cross-functional project teams to deliver on established business goals, facilitating and participating in User Acceptance Testing and stakeholder alignment throughout implementation.
- Act as a trusted process subject matter expert, guiding strategic conversations and decision-making on high-visibility initiatives.
- Serve as a valuable contributor to the broader continuous improvement methodology, helping shape how the team approaches continuous improvement work and raising the bar for the practice over time.
Qualifications & Skills
- Proven experience leading process analysis and improvement initiatives in a fast-paced, cross-functional environment.
- Strong facilitation and communication skills, with a demonstrated ability to build relationships with senior and executive leadership.
- Experience designing and documenting process maps, workflows, and business requirements.
- Strong organizational, project management, and problem-solving skills.
- Stay current on process improvement trends, methodologies, and best practices, and bring that thinking proactively into ongoing initiatives.
- Experience leveraging AI to streamline business processes; MS CoPilot, Miro, Claude is a plus
- Experience with Salesforce, Gainsight, Service Cloud, and Kantata.
- Experience in the SaaS industry, specifically in Business Process Management, Project Management, or Strategic Initiatives.