Operations Systems & Workflow Analyst
Core
Design, implement, and improve digital workflows, service management tools, and reporting for customer engagement and site voice operations.
Role type
Operations Systems & Workflow Analyst
Builds
Digital workflows, service management tools, reporting dashboards, and automation initiatives for customer service operations.
Domain
Retail / Energy / Customer Service Operations
Required skills
Process mapping, requirements gathering, data analysis, workflow design, stakeholder engagement, project delivery, change management, documentation, governance.
Preferred skills
Automation, self-service, AI initiatives, continuous improvement, digital transformation.
Technologies
CRM, ticketing, case management, workflow platforms, reporting tools.
Responsibilities
Support and improve ticketing, CRM, case management, workflow and knowledge management systems; Maintain process maps, workflow rules, service definitions, ownership records and supporting documentation; Analyse service demand, ticket trends, bottlenecks and operational performance to identify improvement opportunities; Prepare and maintain reporting on service levels, queue performance, data quality, risks and operational outcomes; Support project delivery activities including requirements gathering, process mapping, testing, implementation and change management; Contribute to automation, self-service and AI initiatives by documenting requirements, workflows and business benefits; Collaborate with Operations, IT, Digital, Data, P&C, SMEs and external vendors to deliver continuous improvement initiatives; Maintain governance records, change logs, decision registers and project documentation; Develop and maintain knowledge resources, guides and process documentation to support operational consistency and business capability.
Seniority
Mid-level, hands-on IC
