Process Analyst

Pointclickcare; United States; Hybrid; USD 70,000 - 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 drive discovery, document requirements, map current and future workflows, lead cross-functional teams through implementations, and help shape continuous improvement with AI, automation, and best practices.

Qualifications

• Proven experience leading process analysis and improvement initiatives in a fast-paced, cross-functional environment.
• Strong facilitation and communication skills, with ability to build relationships with senior and executive leadership.
• Experience designing and documenting process maps, workflows, and business requirements.
• Stay current on process improvement trends, methodologies, and best practices; bring proactive thinking to initiatives.
• Experience leveraging AI to streamline business processes; MS Copilot, Miro, Claude is a plus.

Responsibilities

• 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.

Skills

Process analysis

Cross-functional collaboration

Facilitation skills

Project management

Stakeholder management

AI in processes

Workflow design

Change management

Tools

Salesforce

Gainsight

Service Cloud

Kantata

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.