Senior Business Process Analyst

Tech Support enables consistent, scalable and compliant customer support operations across a diverse regional landscape. As Senior Business Process Analyst for TS Processes, you will act as a functional owner and trusted SME for regional operational processes, knowledge and communication frameworks. You will help design how processes work, how changes are governed, and how frontline teams adopt sustainable improvements in alignment with regional and global objectives.

• You own and govern TS operational processes end-to-end, including design, documentation, maintenance and lifecycle management.
• You centralize and assess process-related suggestions, identify inefficiencies and bottlenecks, and prioritize improvements based on business impact and feasibility.
• You drive standardization across operational units while balancing local needs, regional realities and global alignment.
• You own regional change governance for TS processes, ensuring full traceability from design through deployment, release communication and adoption.
• You evaluate change impacts, perform cost-benefit analysis, mitigate operational risk and make informed decisions on scope, timing and sequencing.
• You craft and approve targeted, role-specific operational communications, adapting global updates into clear and usable regional guidance.
• You represent TS in global and enterprise-level programmers, process forums and compliance-critical initiatives
• You lead process-related workstreams in strategic initiatives, including AS-IS/TO-BE mapping, business requirements and post-go-live ownership.

• You are a seasoned process professional who can resolve complex and ambiguous problems independently, using strong judgement and structured analysis.
• You bring strong process mapping, analytical and continuous improvement capability, including Lean, Lean Six Sigma or DMAIC methodologies.
• You understand change and process governance frameworks and can apply them pragmatically in a dynamic operational environment.
• You have strong management skills, including content curation, usage analysis and the ability to convert expertise into sustainable assets.
• You communicate exceptionally well in writing and can tailor messages for diverse frontline, leadership, cross- functional and regional audiences.
• You build effective stakeholder relationships across functions and regions and can coordinate several initiatives with competing priorities.
• Your organizational awareness helps you translate complex updates into clear, actionable and adoption-ready guidance.
• Your digital fluency, data interpretation skills and ownership mindset help you enable tools, visualise insights and improve how work gets done.

• A comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions
• Fertility, Family forming, Menopause and Men’s health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at the city center office location.
• Language premium allowance if applicable.