Job Description

The Business Process Analyst is responsible for designing, documenting, and maintaining standardized service processes for Marco’s Managed IT (MIT) organization. The primary focus of this role is creating playbooks, process maps, and SOPs that drive consistency, scalability, and operational clarity across service teams. This role partners closely with Service Delivery, Operations, Automation, and Quality Assurance to translate how work should be done into clear, usable documentation that enables repeatable execution and continuous improvement. The Business Process Analyst does not manage daily operations or people; success is measured by process clarity, adoption, and reduction of variability and rework.

ESSENTIAL FUNCTIONS:

• Develop and maintain Service Playbooks that clearly define:
  
  • Purpose, scope, and ownership of processes
  • Inputs, outputs, and success criteria
  • Escalation paths and decision points
• Create detailed process maps (swim lanes, flowcharts, BPMN-style diagrams) for:
  
  • Ticket Lifecycle (intake, triage, resolution, escalation, closure)
  • Requests, alerts, and exceptions
  • Cross‑team workflows (Care Teams, NOC, Rapid Resolution, After‑Hours)
• Author and maintain Standard Operating Procedures (SOPs) that:
  
  • Are clear, concise, and execution‑focused
  • Align to service standards, SLAs, and tooling
  • Support onboarding, cross‑training, and consistency
• Work with subject‑matter experts to capture current‑state processes and design future‑state improvements.
• Identify gaps, inefficiencies, and handoff issues within existing processes and recommend improvements.
• Ensure all process documentation:
  
  • Uses consistent structure and terminology
  • Is version‑controlled and easy to consume
  • Aligns with Quality Assurance and automation standards
• Partner with QA and Service Delivery leadership to:
  
  • Reduce repeat issues caused by unclear or inconsistent processes
  • Support root‑cause and problem management initiatives
• Support automation initiatives by:
  
  • Defining process eligibility and guardrails
  • Documenting automation handoffs and exception paths
• Present process documentation and recommendations during operational and leadership reviews.

QUALIFICATIONS:

• Associate’s degree and three years of relevant experience; or equivalent combination of education and experience.
• 2+ years of experience in a service desk, helpdesk, or MSP environment.
• Demonstrated experience creating SOPs, playbooks, or process documentation

REQUIRED SKILLS:

• Strong process analysis and documentation skills
• Ability to translate complex operational workflows into clear, actionable documentation
• Experience creating flowcharts and process maps (Visio, Lucidchart, Miro, etc.)
• Excellent written communication skills with a focus on clarity and usability
• Strong stakeholder collaboration and facilitation skills
• Experience working with ticketing systems (e.g., ConnectWise)
• Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools.
• Excellent communication skills in working with and relating to people at all levels of an organization.
• Well organized and self-directed while being a team player.
• Treat people respectfully, work with integrity and ethics, and uphold organizational values.

PAY RANGE: $80,796 - $125,234 annually

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers

LOCATION: This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI