Process Improvement Analyst

Description

Process Improvement Analyst

The Office of Urban Analytics & Innovation (Urban AI) seeks a talented and analytical Process Improvement Analyst to join our Innovation Team. The Process Improvement Analyst will play a key role in supporting the development and implementation of innovative projects by analyzing business processes, gathering and documenting requirements, facilitating workshops, and providing strategic recommendations to drive continuous improvement. The ideal candidate is a critical thinker with a strong business acumen and a passion for driving change through innovation. This role reports to the Manager, Innovation and Process Improvement.

The City of Cleveland is committed to driving innovation and pushing the boundaries to modernize Cleveland City Hall. The mission of the Innovation Team in Urban AI is to assess and evaluate the administrative, operational, and programmatic performance of City departments/divisions with the aim of facilitating city-wide innovation. With a collaborative and forward-thinking approach, this team is responsible for establishing a culture of data and continuous improvement in City Hall as we seek to modernize city hall, improve operations, and better deliver services to residents.

Examples of Duties

Oversees business process and workflow analysis by completing and managing process improvement activities within a function that will have a significant impact on cost, service, and forecast accuracy. Manages the scope of improvements and resource requirements. Escalates issues regarding service and timelines. Creates performance metrics for programs. Facilitates communication across many functional groups to ensure collaboration and efficiency. Supports and advises on standardization and streamlining of processes wherever possible and appropriate in line with best managements practices to ensure accuracy and completeness of the process and procedural and technical documentation. Assists in the roll-out of key business initiatives by meeting with stakeholders as well as reviewing and documenting business and functional requirements. Also manages the periodic review of planning parameters to balance customer service, product, employee, and financial objectives. Identifies issues/inconsistencies that impact the quality and integrity of services delivered, makes recommendations to correct issues, and manages the solutions to the issues. Ensures that all business and service requirements are fully defined and measured. Collaborates with managers/supervisors on internal measurements of performance. Facilitates ongoing performance review meetings with management teams to review metrics in regards to success. Creates and/or revises processes and associated documentation including process flows/modeling, procedural guides, SIPOC models, RACIs, schematics, templates, diagrams, and charts. Assists in preparation for system deployments including pre-requisite process and policy changes, change management, data preparation, and user training. Continuously reviews forecasts to understand how trends and/or projections will affect future business needs. Recommends new policies and/or policy changes as needed to maintain clear expectations amongst stakeholders. Collects and analyzes data to identify root cause of problems. Delivers presentations and training courses including measurement, analysis, improvement, and control. Performs cost and benefit analyses. Assists business office personnel and program/financial managers with the review and evaluation of end-to-end business processes/systems and in the development of associated process improvement recommendations. Develops ad-hoc reports and analyses in response to business unit requests. Performs other job-related duties as required.

Minimum Qualifications

A High School Diploma or a GED is required. A Bachelor's Degree in Business specializing in operations management, business administration, or quantitative analysis, Finance, or Business-related field from an accredited four-year college or university is required. Three years of full time paid experience in one or more of the following: Business analytics (use of data, statistical and quantitative analysis, explanatory and predictive modeling, and fact-based management to drive decision making and analytical problem solving), business, requirements analysis and solution design, and business process analysis and redesign. As part of the three years, must have documented experience with project management methodologies, process improvement tools (e.g., Lean, Six Sigma) or statistics as well as experience in the implementation of business process mapping and charting software and documentation management process as well as business requirements definition and management in support of IT initiatives. (Substitution: One year of experience may substitute for each year of college education lacking.) A valid State of Ohio Driver's License is required. Experience utilizing an enterprise reporting tool (e.g., Business Objects or Cognos) to extract and analyze data from corporate information systems is preferred.

Supplemental Information

Responsibilities

Business Process Analysis & Improvement: Conduct in-depth analysis of current business processes, identifying areas for improvement. Recommend actionable solutions and create action plans for improving business operations, streamlining workflows, and enhancing productivity.

Business Requirements Gathering: Collaborate with City Hall departments to elicit and document business requirements for innovative projects and initiatives. Translate business needs into clear and actionable requirements, user stories, and acceptance criteria.

Facilitate Process Improvement Workshops: Lead and facilitate cross-functional workshops aimed at identifying opportunities for process improvements, fostering collaboration, and generating innovative solutions.

Collaboration: Facilitate workshops, interviews, and focus groups to gather input and feedback from stakeholders.

Project Management and Coordination: Participate in the planning, execution, and monitoring of innovation projects. Track project milestones, tasks, and deliverables, and communicate status updates to stakeholders. Identify and escalate risks and issues as needed.

Continuous Improvement and Knowledge Sharing: Stay current on industry best practices, methodologies, and tools related to business analysis and public sector innovation. Share knowledge and insights with team members through training sessions, workshops, and internal communications.

Documentation and Reporting: Maintain accurate and up-to-date documentation, including project plans, requirements documents, meeting minutes, and status reports. Prepare presentations, memos, and updates for senior leadership and stakeholders.

Ad-Hoc Support: Provide ad-hoc project support and assistance to Urban Analytics and Innovations team members as needed, including data visualization, process mapping, and problem-solving.

Essential Duties & Job Functions

For identified areas of innovation and improvement:

Identify key stakeholders and analyze their roles, interests, and influence levels to understand their needs and priorities.

Conduct interviews, workshops, and surveys with identified stakeholders.

Model current and future state business processes using techniques like process mapping, flowcharts, or swim lane diagrams. Analyze process inefficiencies, bottlenecks, and areas for improvement. Analyze data sources and data flows to understand information needs and data requirements.

Guide workshop participants through structured exercises, using methodologies such as Lean and Six Sigma, identify inefficiencies, and brainstorm actionable improvements.

Create operational performance metrics for programs, departments and/or initiatives. Facilitate ongoing performance review meetings to review metrics in regard to success.

Identify stakeholders impacted by proposed changes and assess their readiness for change.

Develop change management strategies and communication plans to facilitate successful implementation.

Document project deliverables, including business requirements documents, process models, and solution designs.

Prepare progress reports, status updates, and presentations for stakeholders and project sponsors.

Capture lessons learned and best practices from the project for future reference.

Other duties as assigned.

Qualifications

Strong problem-solving skills, with the ability to think critically and strategically about complex business challenges.

Strong facilitation skills promoting a collaborative and inclusive environment that encourages open discussion, idea sharing, and continuous learning.

Strong attention to detail and a commitment to delivering high-quality work.

Knowledge in at least one process improvement methodology such as Lean, Six Sigma, Plan Do Study/Check Act, Continuous Improvement, etc., preferred.

Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels.

Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a dynamic environment.

Creative thinking and a passion for innovation, with a willingness to challenge the status quo and explore new ideas.

Education and Experience

2 years of experience in one or more of the following areas:

Business process analysis and redesign

Business requirements analysis and solution design

Business analytics

Experience as a process/continuous improvement analyst or similar role, preferably in an innovation or product development environment, preferred.

A bachelor’s degree or higher in Business Administration, Public Administration, Management, Law, Urban Affairs, Political Science, Public Policy, or related field from an accredited college or university

Public Sector experience, preferred.

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.