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