Business Process Excellence Analyst

The Business Process Excellence Analyst is responsible for evaluating existing business processes related to service at MCG and for developing, mapping, refining, and implementing improved processes across the organization. This role also maintains frameworks for process governance and supports a culture of continuous improvement.

Working closely with MCG staff, the Business Process Excellence Analyst creates comprehensive process documentation and designs efficient, effective workflows to ensure consistent, high-quality customer service delivery. In addition, this position facilitates and drives organizational change within an evolving software development environment.

This role requires strong self-management, including the ability to independently prioritize work, manage time effectively, and drive deliverables to completion with minimal day-to-day oversight.

You Will:

• Work closely with cross-functional MCG teams to identify, document, and analyze business processes.
• Collaborate with various departments to develop cross-team processes to execute MCG business strategy.
• Build process diagram maps in LucidChart, and Draw.io; create process procedural text documents in Confluence; and occasionally develop end-user training materials in PowerPoint or Word.
• Lead current-state process documentation and analysis initiatives by identifying requirements, inputs, outputs, resources, and tasks, while documenting processes to uncover issues, risks, gaps and opportunities; drive resolution or mitigation efforts, communicate outcomes to stakeholders, and escalate to leadership as needed.
• Implement and execute process improvements and new process designs in collaboration with stakeholders to enhance efficiency, productivity, and customer satisfaction while aligning with organizational goals.
• Identify system and workflow infrastructure changes necessary to implement new processes.
• Support Manager Business Process Excellence in facilitating key project/kaizen initiatives.
• Assist in the change management necessary to roll out new processes and, if needed, develop and deliver process training to internal teams.
• Provide stakeholders and shareholders with project status updates, feedback, and reporting on key responsibilities and objectives; identify and engage key stakeholders to participate in, review, and support process documentation, improvement, and development efforts; and ensure alignment on documented processes and enhancements to existing processes.
• Provide ongoing administrative support for the MCG Process Library, including enforcing governance policies and documenting process best practices.
• Assist Process Owners with setting process performance criteria and establishing regular monitoring and measurement methods.
• Identify opportunities to improve personal and team knowledge and skills, including monitoring releases of utilized software to identify new features and investigating new frameworks and methodologies related to process excellence.
• Facilitate meetings and/or projects and determine audience and tactics appropriate for a particular discussion. Adapt facilitation style to engage a variety of group settings.

What We're Looking For:

• At least 3 years of experience in business process analysis, business process improvement, and/or project management required.
• Proficiency in process mapping and diagramming tools (e.g., LucidChart and Confluence Draw.io) is required.
• Experience creating informational and/or instructional documentation using PowerPoint, Confluence wiki, Word, or other tools required.
• Strong analytical skills with the ability to collect, study, and interpret complex data and analyze business processes required.
• Proficiency in Microsoft Office suite, including Excel, PowerPoint, Teams, etc. required.
• Knowledge of Process Management and Improvement frameworks such as Lean Six Sigma, ITIL v3, TQM or ISO 9000 required.
• Demonstrates strong time management skills, consistently meeting deadlines and managing multiple tasks efficiently.

Licensure/Certifications/Registrations/Permits:   

• Lean Six Sigma, PMP, or ITIL certification preferred.

Preferred Qualifications:

• Bachelor’s degree in business administration, management, or a closely related field preferred.
• Experience participating in workshops, kaizens, focus groups, and making presentations to large groups preferred.