Business Process Specialist - Hybrid

DivIHN (pronounced “divine”) is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent.

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For further inquiries about this opportunity, please contact our Talent Specialist, Hema Malini at

Title: Business Process Specialist - Hybrid
Duration: 11 Months
Location: Alameda, CA

Hybrid - 4 days onsite, 1 day remote

Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.

Description:

• The Business Process Specialist is responsible for coordinating and executing various process improvements and project implementations across Customer Service.
• This role serves as a key collaborator and resource to the Global Process teams (Call Centers, IT and Training) and ensures that standard processes are documented and implemented in support of the overall vision.
• Serve as CS SME for key/main processes relating to Material to support projects including UAT script writing, execution of test scripts, process documentation and implementation.
• Serves as a primary department contact for system and process requirements implementations, enhancements and testing cycles.
• Takes ownership of new business requirements and works with relevant call center functions to determine any new business processes and or changes to existing process.
• Takes ownership of complex issues and challenges and create exception rules. Support department SMEs in documentation best practices and maintenance in support of our Quality Adherence.
• Actively identifies process improvements and drives process improvement initiatives by working cross functionally to continuously improve the systems, processes, and controls to ensure effective development, monitoring, and support is in place.
• Oversees the day to day functionality of Contact Registration System and works with Global Process Teams and IT on maintenance and enhancement.

Key Responsibilities

• Work with Contract Registration Systems (e.g., Salesforce) and support related processes.
• Participate in UAT testing, including writing and executing test scripts.
• Handle process documentation and implementation across Customer Service functions.
• Collaborate with call center teams, QA teams, and Global IT teams.
• Support client documentation and quality adherence initiatives.
• Focus heavily on process mapping and process documentation.

Top 3 Requirements

• Experience working with IT solutions and translating technical requirements into business processes.
• Ability to work cross-functionally with large teams (IT, QA, Call Center, Global teams).
• Strong experience in process mapping and process documentation.

Experience with

• Process mapping
• Data science
• Process documentation

Interview Process: 2 rounds of interview

About us:

DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.

DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.

Process Documentation, process mapping, DATA SCIENCE