IT Support Process Analyst *

The Role

• Creating and putting in place new processes to boost efficiency and productivity.
• Managing process change and Leading process redesign workshops
• Meeting with clients to discuss areas of focus and improvement within the business.
• Documenting SD processes and developing process maps and diagrams to aid communication and comprehension
• Analyzing existing business processes to identify inefficiencies and areas for improvement
• Understanding business requirements and goals that require collaboration with business leaders and stakeholders
• Gathering and processing data to identify process performance areas.
• Designing workflow and process strategies to improve business performance.
• Creating and presenting process reports for client approval.
• Overseeing the implementation of revised company processes and workflows.
• Monitoring the efficacy of updated workflows.
• Staying up to date with the latest business practices and technologies.
• Educating business users responsible for managing and operating business processes
• Monitoring, measuring, and providing feedback on process performance
• Facilitating process workshops that involve eliciting process requirements and liaising with users
• Applying their knowledge of business process modelling notations to documenting processes.

The Requirements

• IT Support – Call Center Experience Required (Minimum 1 year)
• At least 2 years Process Analyst experience
• Lean/Six Sigma Certification and similar experience
• ServiceNow ticketing tool usage and reporting experience is a must
• Intermediate to Advanced MS Excel usage 
• Knowledge of WTW Services and Products and ITIL Foundation Certification is preferred.
• Excellent communication skills, both written and verbal
• Knowledge to organize and analyze structured/unstructured data
• Sound Problem Solving Skills, Data Analytics and experience in Project Management 
• Proficient in Microsoft Visio, MS Office, Troubleshooting and Customer Service.
• Strong command of English language and good communication skills.
• Strong attention to detail, quality, and accuracy
• Ability to work well within a team environment and positively influence & motivate a high performing team

Willis Towers Watson is an equal opportunity employer