Incident Management Analyst supporting IT incident response and coordination for global IT services in fast - paced environments. Collaborating with technical teams and stakeholders for efficient incident management.
About the role
- Business Analyst focused on process automation and optimization at GoodLeap. Supporting the technology in driving operational efficiency for sustainable solutions.
Responsibilities
- Partner with business leaders to analyze, document, and improve business processes through automation initiatives.
- Identify and prioritize automation opportunities by assessing ROI, complexity, and alignment with business goals.
- Design, test, and deploy automated workflows using tools such as Power Automate, Workato, or UiPath StudioX.
- Create and maintain detailed process documentation, SOPs, and automation governance guidelines.
- Collaborate with IT and Engineering to ensure automations meet security, compliance, and integration standards.
- Monitor, measure, and report on automation performance, adoption, and process improvements.
- Train and support end users and business teams on automation best practices and process improvement tools.
Requirements
- 3–5 years of experience in business analysis, process improvement, or operational excellence.
- Hands-on experience with one or more process automation platforms such as Power Automate, UiPath StudioX, Workato, or Zapier.
- Certifications in relevant platforms (e.g., Zapier Expert).
- Strong understanding of business process modeling, workflow design, and change management principles.
- Ability to analyze complex processes, identify inefficiencies, and develop data-driven recommendations.
- Experience gathering and documenting requirements from multiple business stakeholders.
- Excellent communication, facilitation, and stakeholder management skills.
- Strong problem-solving, analytical, and critical-thinking abilities.
- Proficiency with Microsoft Office Suite, Jira, and Lucid Chart (or equivalent tools).
- Lean Six Sigma Green Belt or Black Belt certification (preferred).
- Familiarity with CRM, ERP, or ticketing systems such as Salesforce or ServiceNow.
- Experience working in financial services, fintech, or operations-heavy environments.
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