Process Analyst – Real Time Operations

About the role

We are seeking a detail‑oriented Process Analyst to join our fast‑paced Real‑Time Operations team. You will be responsible for creating, updating and maintaining operational process documentation so that frontline teams have clear, accurate and up‑to‑date guidance.

Key responsibilities

• Own and manage the department’s Knowledge Base, ensuring all SOPs and documentation are accurate, organized and user‑friendly.
• Create, update and maintain process documentation in Confluence.
• Translate complex operational or technical processes into clear, structured instructions.
• Update documentation in real‑time as policies, systems or processes change.
• Analyse existing procedures, identify gaps and recommend improvements.
• Conduct root‑cause analysis on operational challenges and propose documentation‑driven solutions.
• Collaborate with Quality Assurance to review error trends and strengthen process compliance.
• Support communication of process updates to frontline teams.
• Assist Training, Quality and Leadership in evaluating new projects and establishing realistic timelines.

Required profile

• BA/BSc/HND degree or equivalent.
• Minimum 2 years of experience in process documentation, knowledge‑base management or related operational support.
• Strong problem‑solving abilities and clear written communication.
• Ability to work collaboratively with Operations, Training and Quality teams.

Required skills

• Confluence