POSITION SUMMARY

The Technical Business Process Analyst will be responsible for supporting, development and implementation of improved business processes supporting the operational flow of validation and support teams through robust documentation.

This role will be responsible for constructing new and updating existing process documents, working with cross-functional teams on implementing process changes, and testing/verifying process changes for effectiveness. Assist with incentive programs for knowledge sharing and re-use; foster cultural change within the department and collaborate for global alignment.

RESPONSIBILITIES

• Lead efforts to identify, assess, and document existing business processes along with developing a process to support ongoing maintenance as it relates to changes.
• Work closely with department’s management team to identify improvement opportunities for knowledgebase and documentation centricity.
• Rely on a strong dedication to the 12 principles of Knowledge Management and develop a clear vision and departmental adoption of solutions.
• Conduct research to evaluate and define approach for business problems. Translate business needs into business process solutions.
• Create, edit and review existing solutions and multimedia designs for wide-spread publication and internal distribution.
• Test solution publications and review them collaboratively with cross-functional teams (including product, validation, operations and compliance) to ensure accuracy.
• Work with the training team to facilitate implementation of new processes through training sessions, demos, and the development of appropriate documentation.
• Develop post-implementation statistics related to site traffic and view counts to drive maintaining the KB and ensuring that the content is up to date and relevant.

REQUIRED QUALIFICATIONS

• Minimum 2 years technical support experience
• Proficient in Microsoft applications including but not limited to Outlook, Word, Excel, SharePoint and PowerPoint
• Minimum 2 technical or creative writing, (a writing sample will be required).
• Understanding of PKI, SSL, Codesigning, HTML, DNS, S/MIME, SMTP, and networking protocols are a plus
• Administrative Knowledge of Microsoft Windows Servers and Apache (OpenSSL).
• Linux and other Server administration knowledge a plus
• Basic understanding of networking protocols and devices, web servers and VPN.

PREFERRED QUALIFICATIONS

• Bachelor's degree
• Familiar with Confluence JIRA Suites
• Experience with API systems
• Certifications a plus (A+, Net+, Sec+, etc)

ATTRIBUTES

• Self-starter with excellent analytical, communication and problem-solving skills.
• Effective oral and written communication skills.
• Ability to work under pressure and multi-task.
• Ability to handle multiple projects and deadlines in a fast-paced ever-changing work environment
• Ability to hold self and others accountable
• Creative problem-solving skills
• Demonstrated process-oriented mind-set

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