Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people’s intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.

The Business Process Analyst leads, supports, and facilitates process improvement initiatives that enable stakeholders across Customer Success & Operations (CSO) to deliver a world-class customer experience.

You will partner with CSO stakeholders (Technical Learning Services, Manufacturing, Professional Services, and Customer Support) to document, manage, and oversee end-to-end workflow process analysis to assure a frictionless customer experience, improved efficiencies, and the embedding of Key Performance Indicators (KPIs) to measure process adherence and quality.

Responsibilities

• Thoroughly understand, document, and communicate business application process flows and logic
• Participate in planning sessions with stakeholders to identify and prioritize process deficiencies; lead definition and scoping efforts; and develop approaches to optimize business application processes
• Drive process re-engineering initiatives, including process ownership and governance
• Implement measurement tools that accurately and effectively report performance outcomes to determine successful process execution and identify areas for improvement
• Other duties as assigned

Required Skills and Experience

• Bachelor’s degree or equivalent work experience in business, communications, design, or a technical discipline such as computer science, engineering, or information systems
• Excellent process documentation skills, written and oral communication skills, and attention to detail
• Advanced proficiency in information visualization and business process flows
• Intermediate to advanced proficiency with flowchart tools such as Visio and other Microsoft Office products
• Demonstrated proficiency and comfort with reporting tools that ensure accurate and complete measurement of performance outcomes; experience using data to identify deficiencies and opportunities that contribute to targeted outcomes
• Experience with customer-facing service delivery
• Comfortable working with wide range of business functions and management levels