Job Details

Process Analyst

This role is focused on driving operational excellence through process analysis, redesign, automation, and cross-functional collaboration. You will partner with senior leaders across Sales, Success, Professional Services, and Support to identify operational gaps and opportunities for improvement. The position combines business process expertise with project management to translate complex needs into practical, scalable solutions. You will lead discovery sessions, map current and future-state workflows, analyze business impacts, and coordinate implementation activities. You will also help introduce AI and automation opportunities that improve efficiency and business performance. As a trusted process expert, you will contribute to high-visibility initiatives while helping strengthen the organization's broader continuous improvement practice.

Accountabilities:

• Partner with senior leaders and cross-functional stakeholders to assess existing systems, workflows, and operational procedures.
• Identify opportunities to improve business performance through process redesign, AI, automation, and other continuous improvement approaches.
• Lead structured discovery activities, including stakeholder interviews, workshops, and process walkthroughs, to understand current-state processes and future-state objectives.
• Conduct gap and impact analyses to identify risks, inefficiencies, and improvement opportunities.
• Recommend practical solutions aligned with business requirements, operational goals, and established best practices.
• Gather, analyze, and document business requirements for process improvement initiatives.
• Design, maintain, and communicate clear process maps, workflows, and supporting documentation.
• Coordinate cross-functional project teams to deliver initiatives against established business objectives.
• Facilitate and participate in User Acceptance Testing and support stakeholder alignment throughout implementation.
• Act as a trusted subject matter expert on business processes, supporting strategic discussions and decision-making on high-visibility initiatives.
• Collaborate with stakeholders to ensure new workflows and solutions improve business performance and stakeholder satisfaction.
• Contribute to the development and evolution of the organization's continuous improvement methodology.
• Stay informed about emerging process improvement methodologies, technologies, and best practices and proactively apply relevant approaches to ongoing initiatives.

Requirements

• Proven experience leading process analysis and improvement initiatives in a fast-paced, cross-functional environment.
• Strong experience designing and documenting process maps, workflows, and business requirements.
• Demonstrated ability to facilitate interviews, workshops, and stakeholder discussions effectively.
• Strong communication and relationship-building skills, with the ability to engage senior and executive leadership.
• Excellent organizational, project management, analytical, and problem-solving skills.
• Ability to assess complex processes, identify gaps and risks, and translate findings into actionable recommendations.
• Strong understanding of continuous improvement principles, methodologies, and best practices.
• Experience leveraging AI to streamline or optimize business processes.
• Familiarity with AI and collaboration tools such as Microsoft Copilot, Miro, or Claude is an asset.
• Experience with Salesforce, Gainsight, Service Cloud, and Kantata.
• Experience in the SaaS industry, particularly in Business Process Management, Project Management, or Strategic Initiatives, is preferred.
• Ability to work independently while coordinating effectively with multiple teams and stakeholders.
• Adaptable and proactive approach, with a willingness to introduce new ideas, technologies, and process improvement practices.

Benefits

• Annual base salary range of $89,900–$99,900 CAD.
• Eligibility for a bonus in addition to base compensation.
• Comprehensive benefits as part of the total rewards package.
• Compensation determined based on job-related skills and knowledge, relevant professional and lived experience, and work location.
• Full-time employment.
• Fully remote work environment.
• Opportunity to collaborate with senior leaders and cross-functional teams across multiple business functions.
• Exposure to AI, automation, process redesign, and technology-enabled operational improvement.
• Opportunity to contribute to high-visibility strategic initiatives.
• Professional growth through involvement in continuous improvement programs and evolving business practices.