Sr Business Process Analyst

ACI Worldwide; Bogotá; Hybrid; COP 90,000,000 - 140,000,000; Full time

Job summary

ACI Worldwide in Bogotá, Colombia, is seeking a Senior Business Process Analyst to own governance, documentation, training and continuous improvement for our Professional Services organization.

You will partner with stakeholders across Professional Services and Operations, lead process design, metrics, onboarding, and training programs, and ensure audit readiness and scalable knowledge management.

Qualifications

• Bachelor’s degree in business, project management, industrial engineering, computer science, education, or related field.
• Five+ years of experience in business process management, governance, or continuous improvement.
• Experience owning, defining, documenting, and improving cross-functional processes.
• Experience leading sessions with geographically distributed stakeholders.
• Strong written and verbal English communication skills.

Responsibilities

• Own designated Professional Services processes and drive governance and adoption.
• Monitor process adoption and compliance across the organization; define metrics.
• Create and maintain process documentation, templates, and knowledge materials.
• Plan and implement annual training plans; develop onboarding programs.
• Lead cross-functional working sessions and guide stakeholders to agreed outcomes.
• Identify automation opportunities and support process improvement initiatives.

Skills

Process ownership

Governance

Cross-functional

Documentation

Education

Bachelor’s degree (business/related)

Tools

SharePoint

Job description

About the job

Powering the world’s payments ecosystem

ACI powers the payments ecosystem – globally, and you power ACI. You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

As a Senior Business Process Analyst in Bogota, Colombia, you will join a diverse, passionate team dedicated to powering the world’s payments ecosystem!

Job Purpose

The Senior Business Process Analyst is responsible for the ownership, governance, continuous improvement, and organizational adoption of key processes supporting ACI’s global Professional Services organization. This role provides holistic oversight of important operational processes, ensuring that they are clearly defined, consistently followed, properly documented, measurable, and prepared for internal audit reviews.

The Senior Business Process Analyst partners with stakeholders across Professional Services and Operations to understand current processes, identify areas for improvement, define future-state solutions, and ensure that supporting documentation, templates, training materials, reporting, and SharePoint content remain accurate and accessible. The position also leads role-based onboarding and annual training planning for Professional Services teams.

Key Responsibilities

Process Ownership & Continuous Improvement

• Serve as the process owner for assigned Professional Services operational processes.
• Assess existing processes to understand what is working, identify gaps, and recommend improvements.
• Plan, design, document, implement, and continuously improve methodologies, processes, procedures, and best practices.
• Lead working sessions with cross-functional stakeholders to define current-state and future-state processes.
• Define the objectives, scope, stakeholders, tasks, estimates, milestones, and expected outcomes of process initiatives.
• Translate process needs into clear workflows, procedures, documentation, controls, and implementation plans.
• Define new processes when business or operational needs are not adequately addressed by existing practices.
• Manage process-definition and process-improvement initiatives through implementation and adoption.
• Apply Root Cause Analysis and other structured improvement approaches to identify and address underlying process issues.

Governance, Compliance & Audit Readiness

• Establish and maintain governance practices for assigned Professional Services processes.
• Monitor process adoption and compliance across the organization.
• Define metrics and reporting requirements that support process governance and measurement.
• Partner with stakeholders to ensure appropriate reporting is available to monitor adherence and identify improvement opportunities.
• Maintain clear evidence of process ownership, documentation, controls, compliance activities, and responsibilities.
• Ensure the organization is prepared to support internal audit reviews related to assigned processes.
• Identify process risks, key controls, documentation gaps, and areas requiring additional oversight.
• Communicate governance expectations clearly across Professional Services and the broader Services organization.

Process Documentation & Knowledge Management

• Create, publish, maintain, and improve process documentation, templates, standards, procedures, guidelines, and supporting materials.
• Ensure process deliverables are accurate, current, accessible, and aligned with operational requirements.
• Develop and maintain a robust process site that serves as a reliable source of information for the organization.
• Organize existing materials into a clear, consistent, and scalable knowledge structure.
• Ensure process changes are reflected across documentation, templates, training materials, SharePoint content, and related communications.
• Promote consistent process understanding and adoption across organizational and regional boundaries.

Training, Onboarding & Process Adoption

• Define annual process-related training plans for Professional Services teams.
• Design and maintain role-based onboarding programs for new hires.
• Consolidate existing onboarding and training materials into clear learning paths for key roles.
• Create and deliver training related to new processes, process changes, governance expectations, and best practices.
• Provide coaching, mentoring, and guidance on defined methodologies, processes, procedures, and standards.
• Partner with stakeholders to assess training needs and measure the effectiveness and adoption of process-related learning.
• Communicate process changes through structured rollout and adoption plans.

Automation & Operational Effectiveness

• Evaluate governance and process activities to identify opportunities for automation.
• Recommend which activities could be simplified, standardized, or automated while preserving appropriate human review and controls.
• Partner with reporting, analytics, operations, and technical stakeholders to support process automation opportunities.
• Use reporting and process metrics to identify trends, risks, compliance gaps, and future improvement priorities.
• Support the development of scalable operating practices that improve consistency and organizational effectiveness.

Cross-Functional Leadership

• Work across Professional Services, Operations, and other organizational boundaries to ensure process consistency and adoption.
• Facilitate cross-functional working sessions and guide stakeholders toward agreed process outcomes.
• Build effective relationships with the teams and individuals who use assigned processes in their day-to-day activities.
• Influence stakeholders without relying on direct reporting authority.
• Communicate process recommendations, governance requirements, risks, decisions, and planned changes to technical and non-technical audiences.
• Participate in cross-organizational initiatives to ensure Professional Services requirements are appropriately represented.

Experience & Qualifications

• Bachelor’s degree in Business Administration, Project Management, Industrial Engineering, Computer Science, Education, or a related discipline, or equivalent practical experience.
• 5+ years of related experience in business process management, process governance, business operations, continuous improvement, project management, or a comparable role.
• Demonstrated experience owning, defining, documenting, implementing, or improving cross-functional business processes.
• Experience leading working sessions and collaborating with geographically distributed stakeholders.
• Experience developing process documentation, templates, standards, training materials, or knowledge-management content.
• Experience monitoring process adoption, compliance, or governance.
• Experience creating or supporting structured training and onboarding initiatives.
• Strong written and verbal communication skills in English.

Preferred Qualifications

• Experience supporting a Professional Services, operations, consulting, technology, or global matrixed organization.
• Experience preparing processes, documentation, or supporting evidence for internal audit reviews.
• Experience with SharePoint or a comparable knowledge-management platform.
• Experience identifying opportunities to automate governance or process activities.
• Familiarity with process metrics, control frameworks, Root Cause Analysis, or continuous-improvement methodologies.
• Project management experience involving multiple functions, dependencies, milestones, and stakeholders.
• Experience designing annual training plans or role-based onboarding programs.

Core Competencies

• Strong process ownership and governance mindset.
• Ability to evaluate current-state processes and define practical future-state solutions.
• Strong facilitation, influencing, and stakeholder-management skills.
• Ability to create clear, usable process documentation and training materials.
• Strong organizational skills and attention to documentation quality.
• Ability to operate independently and provide holistic oversight across multiple processes.
• Strong analytical and problem-solving skills, including the ability to identify process risks and root causes.
• Excellent written, verbal, listening, training, and presentation skills.
• Ability to balance standardization, governance, operational practicality, and stakeholder needs.
• Continuous-improvement mindset and ability to drive sustained process adoption.

This is a hybrid position based in Bogota, Colombia. Minimal travel may be required and could be domestic or international.

Applicants must be currently authorized to work in Colombia on a full-time basis. This position does not offer sponsorship for employment visa status or a work permit now or in the future.

In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package, all within an innovative and collaborative work environment.