Process Analyst

PointClickCare; Montreal (administrative region); On-site; CAD 90,000 - 100,000; Full time

Job summary

PointClickCare is seeking a Process Analyst to partner with senior leaders across Sales, Success, Professional Services and Support to analyze, design, and implement process improvements that boost performance and stakeholder satisfaction.

You will lead structured discovery conversations, document business requirements, and create clear process maps while coordinating cross-functional teams to deliver high-impact initiatives, including AI-driven enhancements and automation.

Qualifications

• Proven experience leading process analysis and improvement initiatives in a fast-paced, cross-functional environment.
• Strong facilitation and communication skills, with a demonstrated ability to build relationships with senior and executive leadership.
• Experience designing and documenting process maps, workflows, and business requirements.
• Experience leveraging AI to streamline business processes; MS CoPilot, Miro, Claude is a plus
• Experience with Salesforce, Gainsight, Service Cloud, and Kantata in a SaaS setting.

Responsibilities

• Partner with senior leaders and cross-functional stakeholders to analyze existing systems and procedures, identifying opportunities to improve performance through process redesign, AI, and automation.
• Lead structured discovery conversations (interviews, workshops, stakeholder walkthroughs) to understand current-state processes and future-state goals.
• Conduct gap and impact analyses to identify risks and recommend solutions aligned with business needs.
• Collect and document business requirements for process improvement initiatives and create clear process maps.
• Coordinate cross-functional project teams to deliver on goals, facilitate UAT and stakeholder alignment.
• Act as a trusted process SME guiding strategic conversations on high-visibility initiatives.
• Contribute to ongoing continuous improvement practices and raise the bar for the team.

Skills

Process analysis

Stakeholder management

Process mapping

Project management

AI tools

Salesforce

Gainsight

Service Cloud

Kantata

Cross-functional collaboration

Tools

MS Copilot

Miro

Claude

Job description

The Role

The Process Analyst at PointClickCare plays a pivotal role in driving operational excellence by partnering with Senior leaders across Sales, Success, Professional Services and Support to analyze, design, and implement process improvements across the organization. This position is responsible for identifying gaps, recommending solutions, and coordinating cross-functional teams to deliver impactful business initiatives. By leveraging expertise in process analysis and project management, the Process Analyst ensures that new workflows and solutions enhance business performance and stakeholder satisfaction. Ultimately, this role contributes to PointClickCare’s mission of building innovative healthcare technology that improves the quality of life for seniors and their caregivers.

What You’ll Do

• Partner with senior leaders and cross-functional stakeholders to analyze existing systems and operational procedures, identifying opportunities to improve business performance through process redesign, AI, and automation.
• Lead structured discovery conversations, including interviews, workshops, and stakeholder walkthroughs, to understand current-state processes and future-state goals.
• Conduct gap and impact analyses to identify areas of risk and recommend solutions aligned with business needs and best practices.
• Collect and document business requirements for process improvement initiatives, and create and maintain clear, structured process maps.
• Coordinate cross-functional project teams to deliver on established business goals, facilitating and participating in User Acceptance Testing and stakeholder alignment throughout implementation.
• Act as a trusted process subject matter expert, guiding strategic conversations and decision-making on high-visibility initiatives.
• Serve as a valuable contributor to the broader continuous improvement methodology, helping shape how the team approaches continuous improvement work and raising the bar for the practice over time.

Qualifications & Skills

• Proven experience leading process analysis and improvement initiatives in a fast-paced, cross-functional environment.
• Strong facilitation and communication skills, with a demonstrated ability to build relationships with senior and executive leadership.
• Experience designing and documenting process maps, workflows, and business requirements.
• Strong organizational, project management, and problem-solving skills.
• Stay current on process improvement trends, methodologies, and best practices, and bring that thinking proactively into ongoing initiatives.
• Experience leveraging AI to streamline business processes; MS CoPilot, Miro, Claude is a plus
• Experience with Salesforce, Gainsight, Service Cloud, and Kantata.
• Experience in the SaaS industry, specifically in Business Process Management, Project Management, or Strategic Initiatives.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

At PointClickCare, base salary is one of the many components that make up our total rewards package. The CAD base salary range for this position is $89,900 - $99,900 (Exempt)+ bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.