Process Analyst

Opportunity at a Glance

The Process Analyst will play a critical role within the Strategic Workforce Solutions Sales Operations team, focused on enhancing operational efficiency, consistency, and scalability in support of our B2B sales and partner channels. This role is responsible for evaluating and improving sales workflows, managing internal case requests, and supporting the documentation and rollout of standardized processes. In addition, this role will collaborate across teams to map key workflows, address operational challenges, and ensure that sales processes are clearly defined, well-documented, and effectively adopted. Utilizing Salesforce case management, the Process Analyst will also review and assign internal customer requests, prioritize urgent tasks, and establish and monitor SLAs. This is an excellent opportunity for someone who enjoys solving problems, improving processes, and contributing to a team that supports both operational excellence and business growth.

Responsibilities

• Identify and resolve operational bottlenecks across the sales process to increase efficiency and reduce turnaround times.
• Develop and maintain a standardized sales playbook, including clear rules of engagement, lead handoff protocols, and approval workflows.
• Map the full partner and student journey and align it with key sales stages.
• Define structured workflows for lead qualification, follow-ups, deal closure, and other core sales activities.
• Support the rollout and adoption of new or updated processes through training and collaboration with Sales Enablement.
• Monitor and manage internal case requests using Salesforce, ensuring timely assignment, prioritization, and resolution.
• Define and maintain clear escalation paths for complex or unresolved case issues.
• Analyze case trends to identify opportunities for automation, improved documentation, or process changes.
• Collaborate with internal stakeholders to gather feedback, assess pain points, and recommend improvements to the sales process.
• Create feedback loops using case data, performance metrics, and team input to inform enhancements.
• Support the adoption of a continuous improvement mindset within the Sales Operations team.
• Document and maintain processes and job aids for all Sales Operations tasks to ensure business continuity.
• Facilitate a culture of ongoing enhancement to adapt to a changing market and organization needs.

Qualifications

• Bachelors degree in management or business-related field.
• 2+ years experience with Salesforce CRM or similar CRM platforms with a clear understanding of sales progression, case management and workflow tracking.
• 2+ years experience with Microsoft Visio/Process documentation and mapping.
• 3+ years of demonstrated experience in process improvement or project management, preferably in a Sales Operations or Operations role.
• Strong process documentation skills, with the ability to translate complex workflows into clear, usable formats.
• Strong internal and external client facing communication skills.
• Ability to think strategically and lead by example.
• Well-developed analytical skills.
• Confidence, patience, politeness, tact and diplomacy when dealing with difficult situations.
• Creative thinking, to be able to develop new ideas to improve customer service standards.
• Ability to communicate complex ideas in a clear, concise manner both verbally and in writing regardless of audience.