Business Intelligence Analyst (Process Documentation Focus)

As a Business Intelligence Analyst with a Process Documentation Specialist focus, you will be responsible for capturing, standardizing, and maintaining end-to-end process documentation that supports operational consistency, governance, and scalability across the organization. This role serves as the central point for translating business and technical processes into clear, accurate, and accessible documentation.

Responsibilities

Process Documentation & Standardization

Document end-to-end business processes, workflows, and standard operating procedures (SOPs) across Workforce Management, Operations, and BI-supported functions

Translate complex operational and technical processes into clear, concise, and user-friendly documentation

Ensure all documentation follows standardized templates, naming conventions, and formatting guidelines

Stakeholder Collaboration & Knowledge Capture

Partner with subject matter experts (SMEs), Operations Leaders, BI Analysts, QA, Training, and MIS to capture accurate process details

Facilitate walkthroughs, interviews, and validation sessions to ensure documentation reflects actual practice

Challenge undocumented or unclear processes and elevate gaps for resolution

Governance & Version Control

Maintain version control, ownership, and approval records for all process documents

Ensure documentation is reviewed, approved, and published in accordance with governance standards

Track document lifecycle including creation, updates, deprecation, and archival

Documentation Quality & Compliance Support

Review existing SOPs and process documents to identify gaps, inconsistencies, or outdated content

Support audit and compliance activities by ensuring documentation is current, complete, and accessible

Partner with Audit and Compliance stakeholders to address documentation-related findings

Reporting & Status Updates

Provide regular updates on documentation progress, coverage, and outstanding gaps

Surface risks related to undocumented or misaligned processes to leadership

Continuous Improvement

Identify opportunities to simplify, streamline, or standardize processes through documentation insights

Recommend improvements to documentation frameworks, templates, and governance practices

Stay current with documentation best practices and knowledge management tools

Knowledge, Skill Set & Qualifications Required (External)

2-3 years of BPO experience, preferably in Workforce Management, Operations, Quality, Training, or Process Excellence

1-2 years of experience in process documentation, knowledge management, business analysis, or a related role

Proven experience documenting end-to-end processes, workflows, SOPs, and operational guidelines

Strong understanding of operational processes, KPIs, and interdependencies across teams

Experience working with subject matter experts (SMEs) to capture, validate, and standardize processes

Ability to translate complex or technical processes into clear, structured, and user-friendly documentation

Familiarity with documentation standards, version control, and document governance practices

Experience using documentation and collaboration tools such as Google Docs, Google Sheets, and process mapping tools

Exposure to process mapping techniques (e.g., swimlane diagrams, flowcharts)

Ability to review existing documentation to identify gaps, inconsistencies, or outdated content

Strong attention to detail with a high standard for accuracy and consistency

Excellent written communication skills with the ability to tailor content for different audiences

Ability to manage multiple documentation initiatives and meet deadlines in a fast-paced environment

Experience partnering with Operations, BI, QA, Training, and MIS teams to ensure documentation reflects actual practice

Qualifications Education

Bachelor’s degree in Business, Communications, Industrial Engineering, Information Systems, Education, or a related field

Other Preferred Requirements

Must be a self motivator and self starter #J-18808-Ljbffr