Your Opportunity
We are seeking an experienced Senior Business Analyst / Process Manager to support the ongoing management and maturity of our Service Assistant platform.
Service Assistant is an AI-enabled, vendor-provided SaaS product used to support employees in their work. This role is focused on helping our team effectively operate, manage, and continuously improve the platform, rather than developing the underlying AI technology.
The ideal candidate can quickly understand a complex product and operating environment, facilitate discovery, document current-state processes and workflows, identify gaps and improvement opportunities, and help establish scalable and repeatable ways of working.
The individual will partner across Product, Technology, business teams, and our SaaS vendor to strengthen platform management practices, improve processes, and support ongoing platform operations and maintenance. The role will also use qualitative and quantitative analysis, where applicable, to develop insights that inform product priorities and roadmap decisions.
This is a senior individual-contributor role requiring someone who can independently structure ambiguous problems, lead cross-functional discovery, and translate findings into practical improvements.
location: Telecommute
job type: Contract
salary: $64.50 - 67.50 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities
- Leading process and workflow discovery to understand current-state activities, handoffs, dependencies, pain points, and opportunities for improvement.
- Facilitating discovery sessions and structured working sessions with Product, Technology, business stakeholders, and external vendors.
- Developing and maintaining process maps, workflows, user journeys, platform flows, operating procedures, and other documentation.
- Analyzing existing processes and identifying opportunities to simplify, standardize, automate, or improve them.
- Establishing and streamlining team norms, operating processes, governance practices, documentation standards, and repeatable ways of working.
- Managing and supporting a vendor-provided SaaS platform, including understanding how the product is configured, operated, supported, and continuously improved.
- Working effectively across internal teams and an external SaaS provider to investigate issues, understand platform capabilities and constraints, coordinate changes, and identify improvement opportunities.
- Supporting ongoing platform operations, maintenance, issue analysis, and continuous improvement.
- Gathering and synthesizing information from multiple stakeholders and sources to develop clear findings, recommendations, and actionable next steps.
- Using quantitative and qualitative information to identify patterns, trends, pain points, and opportunities that can inform product decisions and roadmap priorities.
qualifications
8+ years of experience in business analysis, process management/improvement, product operations, platform management, or related disciplines.
Strong experience with process and workflow discovery, process mapping, user journey mapping, and documentation in complex technology environments.
Demonstrated ability to lead discovery sessions, analyze complex problems, and translate findings into actionable process or platform improvements.
Experience establishing and improving operating processes, team practices, governance, and repeatable ways of working.
Strong analytical, problem-solving, and communication skills, with the ability to work independently and influence across Product, Technology, business teams, and external vendors.
Preferred Qualifications
Experience supporting or managing an enterprise SaaS product that incorporates AI or machine-learning capabilities as part of the service. Direct experience developing AI models or working with foundational AI providers is not required.
Experience partnering with a SaaS vendor on platform operations, configuration, issue management, releases, enhancements, and continuous improvement.
Data analysis experience, including SQL and/or Python, with the ability to analyze platform and usage data and translate findings into actionable product and operational insights.
Experience with user research, stakeholder interviews, journey analysis, and qualitative research, with the ability to translate findings into product or roadmap recommendations.
skills
AI-enabled
AI technology
AI
Data analysis
machine-learning
AI models
Python
SQL
SaaS product
SaaS
analytical
communication skills
ability to lead
problem-solving
ability to work independently
business analysis
continuous improvement
process mapping
governance
issue management
maintenance
process management
qualitative research
quantitative analysis
stakeholder interviews
user journey
user research
workflows