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Process Design Analyst

9bjdnw2mlhip8doaz2t0q9w4wphk960418ms6mtfp5oxvgnr76bfafpnr8c62y27 · 30+ days ago

Addison, TX, US

Negotiable

Full-time

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Process Design Analyst

Location: Addison, TX/Hybrid
Duration: 12 months

Description:
Department Function:
CTR Product Owner Team.
Responsible for the execution management of all technology changes that impact the complaint process within the CTR (Complaint Tracking & Resolution) application, which includes all integrated systems.
From outlining requirements for technology updates through testing and execution in production.
This work is currently executed using the Agile Methodology.

Job Description:
This role is responsible for delivering infrastructure work aligned to the CTR Product Owner team, including various initiatives and projects within the Enterprise Complaints Operations & Enablement Organization.
This role drives consistency and operational excellence within our organization and will be responsible for producing knowledge content according to best practices, organization, and operating processes owned or managed within the CTR Product Owner scope.
This role will also drive efforts to produce and maintaining process control manuals (playbooks) and other reference content.
The specialist evolves the structure and content according to teams overall strategic roadmap, process & best practice improvements, organizational, and operating changes.
Maintains content integrity and control by facilitating review and approval routines with subject matter experts while devising methods to optimize activities for collecting, composing, and representing reference content.
Works with various stakeholders to develop and maintain material content.

Day to Day Role Responsibilities:
Continuously improve, maintain, and expand the Process Portfolio and knowledgebase for the CTR Product Owner Team
Facilitate update cycles and activities to maintain Playbooks, supporting processes and documentation for all functional areas into consumable content
Identify knowledge gaps and opportunities for improvement in existing content
Collaborate with the ECOE team leads & SMEs to support, guide, and produce process and documentation content
Consolidate content from multiple sources to define process workflows, documentation formats, templates, & matrixs
Compose process control narrative, supporting documentation and sub-process
Integrate new/updated content into existing portfolio

Desired Skills:
Self-starter, self-directed and shows initiative
Focused on execution, delivery, and commitment to dates
Ability to work in a high paced environment
Strong analytical, written, and verbal communications skills
Ability to communicate and influence upward as well as laterally
Organized and detail oriented
Ability to partner with others to ensure positive outcomes
Share Point set up / development experience

Top Must Have:
In depth knowledge around documentation techniques to producing and editing complex documents and process flows
Expert in Visio

As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.
•

Last updated on Nov 15, 2023

About the company

9bjdnw2mlhip8doaz2t0q9w4wphk960418ms6mtfp5oxvgnr76bfafpnr8c62y27

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