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SeniorFull-time
Salary Range
$45,084 - $60,996 /year
This salary is estimated based on similar roles. The actual salary may vary.
Key Responsibilities
- →Document end-to-end Service Desk processes, ensuring clarity and usability for Agents and stakeholders.
- →Develop and maintain process flows, Standard Operating Procedures (SOPs), and business requirements documents (BRDs).
- →Identify opportunities for process improvement and proactively recommend and implement enhancements.
- →Work closely with Service Desk leadership and stakeholders to capture detailed business and operational requirements.
- →Facilitate workshops and interviews to define current and future state processes.
- →Translate requirements into clear, actionable artefacts and acceptance criteria.
- →Collaborate with Service Desk Agents, Team Leaders, and other stakeholders to ensure process documentation meets operational needs.
- →Contribute to the creation and maintenance of repeatable frameworks and documentation templates.
Requirements
- ✓Experience as a Business Analyst or in a similar role, ideally within a service delivery, contact centre, or customer support environment.
- ✓Strong documentation and process design skills, with the ability to produce clear, usable artefacts.
- ✓Proactive, detail-oriented, and able to work independently as well as collaboratively.
- ✓Excellent communication and stakeholder engagement skills.
- ✓Proficiency in Microsoft Office 365 tools (e.g., Word, Visio, Teams).
- ✓Ability to analyse data and translate insights into process improvements.
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