Customer Service Process Improvement Analyst

Saws; San Antonio, Northern (TX, KY); Hybrid; USD 53,000 - 71,000; Full time

Job summary

SAWS is seeking a Business Process Analyst (Customer Service) to analyze and document current processes, collaborate with process owners and end users, and help design improved business models. You will develop and track performance indicators for multiple service areas and support process change initiatives.

Responsibilities include mapping workflows, conducting cost/benefit analyses, facilitating best-practice approaches with external partners, and communicating progress through benchmarking

Qualifications

• Bachelor's Degree from an accredited institution
• Three years' progressively responsible experience in developing and implementing business processes, conducting business analyses and modeling, coordinating the preparation of reports and presentations, and conducting external research.
• Proficient in data management software (spreadsheets and databases), GIS software and digital mapping techniques, project planning, presentation software, and internet tools.

Responsibilities

• Documents existing business processes using business models, workflow diagrams, and written explanations.
• Develops process improvement suggestions that align with management initiatives.
• Assesses impact of proposed changes to related business processes and develops cost/benefit analysis.
• Consults with external businesses to identify 'best practice' process models.
• Acts as liaison between internal business units to facilitate new business process plans.
• Develops performance indicators to measure the results of the process change.
• Facilitates and communicates internal and external corporate benchmark surveys.
• Performs other duties as assigned.

Skills

Data management software

Geographic Information Systems

Digital mapping techniques

Project planning

Presentation software

Internet tools

Education

Bachelor's Degree in MIS/Business/PR/Communications/Public Administration

Tools

Spreadsheets

Databases

Job description

SAWS is seeking a Business Process Analyst (Customer Service) to analyze and document current processes, collaborate with process owners and end users, and help design improved business models. You will develop and track performance indicators for multiple service areas and support process change initiatives.

Responsibilities include mapping workflows, conducting cost/benefit analyses, facilitating best-practice approaches with external partners, and communicating progress through benchmarking