Process Analyst - Real Time Operations

About the role

You will act as the bridge between complex operational workflows and the frontline teams that execute them, ensuring that every employee has access to clear, up‑to‑date guidance. The position sits in a fast‑moving Real‑Time Operations environment, maintaining the central documentation hub and collaborating with Operations, Training, and Quality teams.

Key responsibilities

• Own the departmental knowledge base end‑to‑end, structuring content, organising folders and auditing information for accuracy.
• Draft, review and maintain SOPs and supporting documentation in Confluence, turning technical details into actionable steps.
• Monitor live changes to policies, systems and procedures and update documentation promptly.
• Analyse existing workflows to identify duplication, bottlenecks or unclear instructions and propose improvements.
• Conduct root‑cause analysis of recurring operational errors and implement documentation fixes.
• Partner with Quality Assurance to analyse error trends and feed findings back into process design.
• Support launch readiness by collaborating with training and operations teams.

Required profile

• Diploma (or equivalent) required.
• At least minimal work experience (e.g., 1 month) in a related operational or documentation role.
• Strong attention to detail and ability to work in a fast‑paced environment.

Required skills

• Confluence (documentation platform)

What we offer

• On‑site work in Nairobi County.
• Benefits package (details undisclosed).