MIT Business Process Analyst

Job description

The Business Process Analyst is responsible for designing, documenting, and maintaining standardized service processes for Marco’s Managed IT (MIT) organization. The primary focus of this role is creating playbooks, process maps, and SOPs that drive consistency, scalability, and operational clarity across service teams. This role partners closely with Service Delivery, Operations, Automation, and Quality Assurance to translate how work should be done into clear, usable documentation that enables repeatable execution and continuous improvement. The Business Process Analyst does not manage daily operations or people; success is measured by process clarity, adoption, and reduction of variability and rework. QUALIFICATIONS: - Develop and maintain Service Playbooks that clearly define: - Purpose, scope, and ownership of processes - Inputs, outputs, and success criteria - Escalation paths and decision points - Create detailed process maps (swim lanes, flowcharts, BPMN-style diagrams) for: - Ticket Lifecycle (intake, triage, resolution, escalation, closure) - Requests, alerts, and exceptions - Cross‑team workflows (Care Teams, NOC, Rapid Resolution, After‑Hours) - Author and maintain Stan...