Business Process Analyst ( ServiceNow workflows)

• Analyze and document current business processes, especially those tied to ServiceNow workflows and call center operations, to identify inefficiencies and opportunities for optimization.
• Facilitate process discovery and requirements gathering sessions with stakeholders, including IT, customer support, and operations teams.
• Design future-state processes with a focus on automation, service delivery improvement, and customer experience.
• Create and maintain detailed process documentation such as flowcharts, diagrams, and SOPs.
• Collaborate with technical teams to align business process changes with system functionality, particularly within ServiceNow

We are seeking a detail-oriented and analytical Business Process Analyst to evaluate, design, and implement efficient business processes and workflows across the organization. This role works closely with cross-functional teams to identify areas of improvement, analyze existing systems, and drive process enhancements that support organizational goals. The ideal candidate has a strong background in process mapping, requirements gathering, data analysis, and change management.

Key Responsibilities:

• Analyze current business processes and workflows to identify inefficiencies or areas for improvement.
• Facilitate process discovery sessions with stakeholders to understand objectives, challenges, and performance gaps.
• Develop and maintain process documentation including flowcharts, diagrams, and standard operating procedures (SOPs).
• Collaborate with IT, operations, and business units to design and implement solutions that improve productivity, quality, and customer satisfaction.
• Gather and document business requirements, ensuring alignment with project goals and technical constraints.
• Evaluate the effectiveness of new processes and support continuous improvement efforts.
• Lead or participate in process improvement initiatives using methodologies such as Lean, Six Sigma, or Agile.
• Assist with system implementations or enhancements by supporting testing, training, and change adoption.
• Monitor process KPIs and generate reports to track outcomes and drive decision-making.

Required Qualifications:

• Bachelor’s degree in Business Administration, Information Systems, Industrial Engineering, or related field.
• 3+ years of experience in business process analysis, process improvement, or business systems analysis.
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Proficient in process modeling tools (e.g., Visio, Lucidchart, Bizagi).
• Experience with process improvement methodologies (Lean, Six Sigma, etc.).
• Excellent verbal and written communication skills; ability to interface with all levels of the organization.
• Strong organizational and time-management skills.

Preferred Qualifications:

• Certification in Business Process Management (CBPA), Six Sigma, or similar.
• Familiarity with ERP, CRM, or workflow automation tools (e.g., ServiceNow, Salesforce, SAP).
• Experience in change management and organizational transformation projects.
• Exposure to business architecture frameworks or enterprise architecture tools.

Company DescriptionFounded in 2015 and backed by two decades of hands-on experience, our strong insight on the enterprise ecosystem and its dynamics helps to offer a complete end-to-end solution. We automate recruitment processes with intelligent solutions to save time and money. Synkriom leads the industry with experience authentication of candidates.