MIT Business Process Analyst

Marco Technologies is seeking a Business Process Analyst who will be responsible for designing, documenting, and maintaining standardized service processes for their Managed IT organization. The role focuses on creating playbooks, process maps, and SOPs to drive consistency and operational clarity across service teams.

Responsibilities:

• Develop and maintain Service Playbooks that clearly define:Purpose, scope, and ownership of processesInputs, outputs, and success criteriaEscalation 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 exceptionsCross‑team workflows (Care Teams, NOC, Rapid Resolution, After‑Hours)
• Author and maintain Standard Operating Procedures (SOPs) that:Are clear, concise, and execution‑focusedAlign to service standards, SLAs, and toolingSupport 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 terminologyIs version‑controlled and easy to consumeAligns with Quality Assurance and automation standards
• Partner with QA and Service Delivery leadership to:Reduce repeat issues caused by unclear or inconsistent processesSupport root‑cause and problem management initiativesSupport automation initiatives by:Defining process eligibility and guardrailsDocumenting automation handoffs and exception paths
• Present process documentation and recommendations during operational and leadership reviews

Requirements:

• 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
• 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