Process & Change Analyst

Job Description

REQUIREMENTS

• Strong structured thinking with the ability to break down complex processes and identify inefficiencies.
• Experience with process mapping tools such as Visio, Lucidchart, or Miro using BPMN-style thinking.
• Proven experience in telecommunications or managed services environments.
• Proficiency with Salesforce or similar CRM/operational platforms.
• Excellent organizational and communication skills to engage stakeholders across different levels.
• Ability to work independently on defined tasks while navigating a changing environment.
• Experience supporting process improvement, transformation, or project coordination initiatives.

RESPONSIBILITIES

• Document current “as-is” processes across Operations, identifying key steps, dependencies, and pain points.
• Support the design of improved “to-be” workflows to reduce manual effort and improve consistency.
• Identify opportunities for automation, simplification, or standardization within the Global COO function.
• Quantify expected benefits of proposed changes and track results post-implementation.
• Translate business needs into clear, structured requirements for Digital and IT teams.
• Act as a coordination point between Operations and Digital, providing regular project status updates.
• Coordinate user acceptance testing (UAT) with stakeholders to validate new solutions.
• Support communication and training activities to ensure successful adoption of new processes and tools.

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