Process Analyst

Location : Shah Alam, Selangor (On-site)

Role Description
Responsible for assisting in process mapping, SOP creation, compliance checks and performance reporting to ensure business operations align with ISO 9001 and ITIL frameworks.

Responsibilities

• Process Management & Documentation:
  • Assist in mapping, analyzing and improving existing business processes across all functions (Operations,
    HR, Finance, IT, etc).
  • Support the development and maintenance of Standard Operating Procedures (SOPs), Work Instructions (WIs) and related documentation.
  • Participate in process walkthroughs, workshops and validation sessions with stakeholders.
  • Ensure process documentation complies with internal standards (ISO 9001, ISO/IEC 27000-1).
  • Maintain process libraries and ensure all documents are version-controlled and audit-ready.
• Continuous Improvement:
  • Identify opportunities to optimize efficiency, reduce redundancy and improve service quality.
  • Support initiatives for process automation or digitalization using BPM or ticketing tools (such as OS Ticket, GLPI).
  • Assist in implementing Key Process Indicators (KPIs) and dashboards for monitoring performance.
  • Monitor, evaluate, and report on the performance of implemented process improvements.
• Governance & Compliance:
  • Support compliance checks and internal audits on process adherence.
  • Assist in preparing reports on process performance, non-conformities and corrective actions.
  • Track process gaps and follow up on improvement action items with process owners
  • Ensure that all documented processes meet corporate governance and quality standards.
• Stakeholder Collaboration:
  • Work closely with departmental Process Owners and Subject Matter Experts (SMEs) to ensure process
    accuracy and relevance.
  • Assist in preparing process-related presentations, reports and training materials.
  • Coordinate with HR, IT, Quality and Operations teams for cross-functional process initiatives.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum 2 – 3 years of hands-on experience in business process improvement, quality assurance,
  governance or compliance-related roles.
• Experience with ISO 9001, ISO/IEC 20000-1 or ITIL framework is an advantage.
• Strong analytical and process-oriented mindset.
• Proficient in process mapping tools (such as Microsoft Visio, Lucidchart or BPM software).
• Good understanding of SOP and policy documentation standards.
• Strong communication and stakeholder management skills.
• Attention to detail and ability to work independently with minimal supervision.