Require a Process Analyst in Nairobi, Kenya

• Own and manage the department's Knowledge Base, ensuring all documentation and SOPs are accurate, organized, user-friendly, and aligned with business requirements.
  
• Create, update, and maintain process documentation within Confluence.
  
• Translate complex operational or technical Processes into clear, structured, and easy-to-follow instructions for operational teams.
  
• Ensure documentation is updated in real-time with operational changes, policy updates, system enhancements, or process adjustments.
  
• Analyze existing processes and operational procedures to identify gaps, and opportunities for improvements.
  
• Drive continuous improvement initiatives aimed at enhancing operational efficiency and eliminating process redundancies.
  
• Conduct root cause analysis on operational challenges and recommend documentation-driven solutions to improve process adherence and performance.
  
• Collaborate with Quality Assurance teams to review error trends, identify recurring issues, and strengthen process clarity and compliance.
  
• Support seamless communication of process updates and operational changes to frontline teams.
  
• Assess incoming new projects and tasks alongside Training, Quality, and Leadership, contributing process-focused insights to evaluate overall feasibility and establish realistic timelines.
  
• Collaborate with the Training team to Map and Create new Processes on Confluence so documentation and training are perfectly in sync for the launch.
  

Requirements

• Experience in Operations Support, Process Documentation, Quality, Training, Customer Support, or similar operational environments.
  
• Basic understanding or exposure to process documentation, SOP creation, or knowledge management practices.
  
• Familiarity with Confluence, Google Workspace, Microsoft Office, or similar documentation and collaboration tools is an added advantage.
  
• Strong written and verbal communication skills with the ability to document processes clearly and accurately.
  
• Detail-oriented with strong organizational and time management skills.
  
• Ability to work in a fast-paced environment, manage changing priorities, and learn quickly.
  
• Analytical mindset with a willingness to identify process gaps and contribute to continuous improvement initiatives.
  
• Bachelor’s or equivalent