業務支持專員

About the Role

As a Business Enablement Specialist, you will design, document and operationalise repeatable processes and the systems that support them. Working across Product, Engineering, Operations and Commercial teams, you will simplify complex workflows, reduce manual work, and ensure teams have reliable tools, clear procedures and the data they need to operate at scale. This is a hands-on role that combines process design, systems configuration, integration work and cross-functional change management.
Key Responsibilities

• Map, document and optimise end-to-end operational workflows across multiple products and platforms, identifying automation opportunities and failure modes.

• Configure and maintain internal systems and tooling (CRM, ticketing, workflow orchestration, admin panels and integrations) to support streamlined operations.

• Design and implement integrations and automations using APIs, webhooks, ETL/ELT patterns and third-party platforms to reduce manual handoffs and data reconciliation.

• Create clear, scalable process documentation, runbooks and SOPs so teams can operate independently and consistently.

• Author tracking and instrumentation requirements to ensure operational observability: logs, metrics, alerts and dashboards for key process health indicators.

• Partner with Engineering and Product to prioritise system improvements, scope development work and validate that releases meet operational needs and reliability standards.

• Lead change management and training for new processes and systems, including stakeholder communication, onboarding materials and hands-on support during rollouts.

• Own incident playbooks and contribute to incident response readiness: triage steps, escalation paths and post-incident reviews with actionable remediation plans.

• Maintain data quality and access controls across operational systems, ensuring privacy-sensitive information is handled according to policy.

• Continuously measure process performance and iterate: reduce cycle times, error rates and manual interventions through disciplined experimentation and monitoring.

How You’ll Do It

• Develop clear process maps, decision trees and acceptance criteria that translate business workflows into system requirements.

• Implement and maintain integrations using standard patterns (webhooks, message queues, scheduled jobs) and document failure/retry behaviours.

• Build and maintain dashboards and alerts for operational KPIs, and perform routine QA to detect regressions or instrumentation gaps.

• Create and maintain runbooks and training materials; run workshops and drop-in clinics to increase adoption and reduce support load.

• Collaborate with technical and non-technical stakeholders to scope deliverables, set success metrics and verify post-deployment outcomes.

Requirements

• 3+ years’ experience in operations, business systems, process improvement or a related role supporting cross-functional teams.

• Practical experience with business systems such as CRMs, ticketing/workflow tools, analytics platforms and common SaaS integrations.

• Working knowledge of integration patterns (APIs, webhooks, ETL/ELT, event-driven architectures) and a pragmatic approach to automation.

• Strong documentation skills — able to produce unambiguous process specs, runbooks and training guides that scale across teams.

• Solid analytical skills with experience instrumenting and monitoring processes using metrics, dashboards and alerts.

• Excellent stakeholder management and communication skills with the ability to translate between technical and business audiences.

• Comfortable working in fast-paced environments and taking ownership of cross-functional initiatives from discovery through to operational handover.

Nice to Have

• Experience with workflow orchestration platforms, low-code automation tools, or integration platforms (Zapier, Make, Workato, n8n, or similar).

• Familiarity with SQL or basic scripting (Python, Google Apps Script) to build small automations and perform data validation.

• Exposure to observability and monitoring stacks (Datadog, Grafana, Looker/Looker Studio or similar) for operational metrics and alerting.

• Experience designing processes in privacy-conscious environments and implementing appropriate access controls.

• Previous experience leading cross-functional change programmes or training initiatives.

What Success Looks Like

• Operational workflows are well-documented, measurable and reliably executed with minimal manual intervention.

• Systems and integrations reduce cycle times and error rates, and internal teams trust the tools and runbooks provided.

• Incidents are resolved according to playbooks, root causes are addressed, and recurrence is demonstrably reduced.

• Process and system improvements are delivered iteratively with clear metrics demonstrating impact on scalability and efficiency.

Why Join Us?
You’ll join a collaborative team where your work directly improves how the business operates at scale. This role offers exposure to multiple product lines, the chance to shape tooling and process standards, and the opportunity to make measurable impact by reducing operational complexity and enabling teams to move faster.
Originally posted on Himalayas