Process Analyst

About the role

The Process Analyst at PointClickCare plays a pivotal role in driving operational excellence by partnering with senior leaders across Sales, Success, Professional Services and Support to analyze, design, and implement process improvements across the organization. This position identifies gaps, recommends solutions, and coordinates cross‑functional teams to deliver impactful business initiatives.

Key responsibilities

• Partner with senior leaders and cross‑functional stakeholders to analyze existing systems and operational procedures, identifying opportunities to improve business performance through process redesign, AI, and automation.
• Lead structured discovery conversations, including interviews, workshops, and stakeholder walkthroughs, to understand current‑state processes and future‑state goals.
• Conduct gap and impact analyses to identify areas of risk and recommend solutions aligned with business needs and best practices.
• Collect and document business requirements for process improvement initiatives, and create and maintain clear, structured process maps.
• Coordinate cross‑functional project teams to deliver on established business goals, facilitating and participating in User Acceptance Testing and stakeholder alignment throughout implementation.
• Act as a trusted process subject matter expert, guiding strategic conversations and decision‑making on high‑visibility initiatives.
• Contribute to the broader continuous improvement methodology, helping shape the team’s approach and raising the practice’s standards over time.

Required profile

• Proven experience leading process analysis and improvement initiatives in a fast‑paced, cross‑functional environment.
• Strong facilitation and communication skills with a demonstrated ability to build relationships with senior and executive leadership.
• Experience designing and documenting process maps, workflows, and business requirements.
• Strong organizational, project management, and problem‑solving abilities.
• Up‑to‑date knowledge of process improvement trends, methodologies, and best practices, applied proactively to initiatives.

Required skills

• MS CoPilot
• Miro
• Claude
• Salesforce
• Gainsight
• Service Cloud
• Kantata