Process Analyst: AI-Driven Ops & Cross-Functional Impact

Lever, Inc.; Northern (KY); Hybrid; USD 91,000 - 101,000; 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. You’ll identify gaps, coordinate cross-functional teams, document requirements, and map processes to deliver impactful initiatives that boost performance and stakeholder satisfaction.

By applying AI, automation, and continuous improvement methods, you’ll help define workflows that support healthcare technology

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.
• 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.

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.

Tools

Salesforce

Gainsight

Service Cloud

Kantata

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. You’ll identify gaps, coordinate cross-functional teams, document requirements, and map processes to deliver impactful initiatives that boost performance and stakeholder satisfaction.

By applying AI, automation, and continuous improvement methods, you’ll help define workflows that support healthcare technology