Senior Solution & Process Analyst – Customer Operations

Role Overview

The Senior Solution & Process Analyst plays a key role in designing, evaluating, and optimizing business processes across Basware Cloud Services. This role bridges business needs with technical execution—ensuring solutions are scalable, efficient, compliant, and aligned with strategic objectives. The analyst drives measurable improvements in operational performance and customer experience through data-driven insights and cross-functional collaboration.

Key Responsibilities

Solution Design & Implementation

• Gather, analyze, and validate business requirements in close partnership with stakeholders.
• Design scalable, customer‑centric solutions that integrate effectively with existing systems and align with the enterprise architecture roadmap.
• Create clear and comprehensive documentation—including technical specifications, process maps, and workflow diagrams—to support delivery.
• Partner with IT and cross-functional teams to optimize usage of current tools and support the implementation, integration, and adoption of new solutions.

Business Process Optimization

• Conduct end-to-end process reviews to identify inefficiencies, bottlenecks, and improvement opportunities.
• Apply data-driven analysis to recommend enhancements that improve customer value, quality, productivity, and cost efficiency.
• Develop KPIs, dashboards, and monitoring frameworks to enable continuous improvement and data-informed decision making.
• Support change management efforts, including communication, training, and stakeholder preparedness for process or solution changes.

Cross-Functional Collaboration

• Serve as a liaison between Customer Operations, IT, Enablement, and other business units to ensure solution design and process improvements align with strategic priorities.
• Facilitate workshops, requirement sessions, and review meetings to validate needs and proposed solutions.
• Promote consistent ways of working, standardized processes, and shared understanding of system capabilities across teams.

Qualifications

• Bachelor’s degree in Business Administration, Information Systems, Engineering, or related field; Master’s degree preferred.
• 3–5 years of experience in solution design, process optimization, or business analysis within customer operations or a similar environment.
• Strong analytical and problem‑solving skills; proficiency in Visio, Lucidchart, or other BPM tools. Experience with process simulation is a plus.
• Familiarity with ERP systems and integration concepts; experience with automation tools considered an advantage.
• Excellent communication skills with a proven ability to engage stakeholders at all levels.
• Knowledge of Lean Six Sigma or similar process improvement methodologies preferred.
• Solid understanding of security and privacy compliance requirements relevant to cloud services, along with ISO9001 principles and their application in operational processes.

Skills & Competencies

• Process Mapping & Workflow Design
• Data Analysis, KPI Development & Performance Monitoring
• Project Management Fundamentals
• Change Management & Training Delivery
• Technical Documentation & Integration Planning
• Cross-Functional Stakeholder Collaboration