Strategic Process Analyst: AI, Automation & Impact

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

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.