Lead Process Improvement Analyst at BigCommerce

| Austin
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BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a "Best Place to Work" in Austin 2020 is looking for a driven Lead Process Improvement Analyst As a critical member of the team you will be reporting to the Senior Director of Business Applications. You will be responsible for the creation and management of Salesforce intake and operational processes. This role will review and analyze current intake and operational processes, services and information needs with a view to implementing change management initiatives to improve request execution, intake and operational  excellence.  This role will partner the Salesforce, Zuroa, Impartner and business teams, will be adaptable and embrace change, as well as having a competent process engineering understanding so that you are able to support the team and platform.

What You’ll Do

  • Provide subject matter expertise in process improvement
  • Collaborate with business partners and regional counterparts to define and implement process improvement initiatives and to drive partnerships and trust.
  • Manage and balance resource allocation to set the team up for success.
  • Analyze reports to identify potential systemic issues and summarize impact of uncovered opportunities
  • Research process & recommend best practices to satisfy business needs; analyze the root cause and provide solutions
  • Drive the selection of g an approach to managing issues, risks and requirements while ensuring all stakeholders are in agreement on project scope
  • Support administrative tasks such as creating readouts, maintaining trackers and publish weekly / monthly metrics reports
  • Lead the Process Improvement processes
  • Lead the Intake management processes, implementing/improving the process strategy while ensuring business SLA’s are defined and met
  • Lead the Change/Release Management processes evolving and implementing the process strategy while ensuring compliance to the Change Management General Controls.Segregation of Duties – complete quarterly testing of SOX applications to ensure an adequate segregation of duties (SOD) exists between the development and production environments.
  • Advise on the interpretation of the ITIL process methodology ensuring a best practice approach for the organization.
  • Monitor the SLAs and KPIs allocated for the region and contribute to the Global Service Delivery Performance objectives.

Who you are

  • Bachelor in Information Technology, Software Engineering, or related discipline, Master’s degree preferred
  • 8+ years business analyst experience
  • Deep understanding of the impact of quality, compliance and processes on successful performance
  • Strong analytical and critical thinking skills with proven track record of effective root cause analysis; skillful at using data and analysis to make decisions and influence others
  • Adept at understanding, compiling and improving established policies and procedures through collaboration with support teams
  • Commitment to identifying and implementing innovative ideas to improve processes and performance.
  • Skilled at relationship building and influencing decision making
  • Proven creative problem solving history
  • Proficiency in process mapping techniques and tools; 
  • Self-motivated and driven; comfortable working in a global, matrixed and fast-paced environment
  • Forward thinking; able to see beyond the current state, identify risks/opportunities and drive their teams toward the desired objective
Diversity, Equity & Inclusion at BigCommerce
 
We have the opportunity to build not only a great business but a great company, with soul. Our beliefs and commitment to diversity, equity and inclusion are a central part of achieving that.
 
Our dedication to DEI is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.
 
Current BigCommerce Employees: Please use the internal job board to apply for openings
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin. We also have a location downtown at 211 E 7th St Suite 500, 78701.

What are BigCommerce Perks + Benefits

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with Nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Daily stand up
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees parking in a garage on the property.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs to help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. Additionally, we use programs to support our learning culture including our Learning Through Sharing Program, Lightning Talks, Lunch and Learns, Book Clubs, and guest speakers. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work

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