Business Process Engineer

RWS is seeking to appoint a Cloud Operations Business Process Engineer, responsible for business process documentation and designing processes for RWS Cloud Operations. This role involves collaborating with various functional and business professionals across the RWS community.

About Cloud Operations and Tech Support   
 
At RWS our Technical Support and Cloud Operations Teams are a global organization spanning across 13 countries serving a global customer base. Technical Support deliver highly valued support and build trusted relationships with our customers, from individual freelancers to large international corporations and governments.  
 
We are constantly investigating and solving technical problems across a wide range of products and technology, with emphasis on prevention and root cause analysis. At the same time, knowledge sharing is crucial, providing our users and colleagues with the latest solutions, answers, and information. From a Cloud Operations perspective we are a team of experienced, high-performance individuals focused on serving our Enterprise customers leveraging our SaaS solutions to power their “Seamless Customer Experience”. Our core focus is on Quality of Service, Customer Experience, Security and Compliance. Both technical and non-technical groups are embedded within the same Cloud Operations unit. 

Key Responsibilities

• Collaborating with relevant business functions to understand and document business processes.

• Utilize JIRA, MS Visio, and Microsoft Office suite for design, analysis, and reporting purposes.
  

• Develop new processes for the organization and contribute to resolving process-related challenges that may arise.
• Develop comprehensive process documentation, including flowcharts, diagrams, and standard operating procedures.
• Document existing processes within the organization and design new ones to enhance business operations.
• Establish process documentation standards and guidelines, ensuring adherence across teams.
• Conduct analysis, collect data, research processes, and facilitate meetings.
• Identify process gaps and opportunities for standardization and improvement.
• Supervise process documentation, perform quality reviews, and ensure compliance with process guidelines.
• Provide training on business processes.
• Conduct process audits and ensure compliance.
• Collaborate with other departments on the implementation of organizational certificates as needed.

Skills & Experience

• Strong verbal and written communication skills in English, with the ability to deliver presentations effectively.
• Highly organized with a well-structured work ethic, methodical approach, and strong analytical skills.
• Skilled in building and maintaining relationships with stakeholders and customers.
• Adaptable and flexible in work approach, with the ability to accommodate occasional non-standard working hours due to the global nature of the team.
• Detail-oriented and task-focused, with strong analytical and numerical skills.
• Capable of interacting successfully across all levels of the organization.
• Active listener with the ability to apply knowledge and understanding for problem-solving.
• Experience in a commercial hosted/data center environment. Experience in a fast-moving technology business is beneficial.
• Proven ability to work within deadlines with a strong focus on delivery and results.
• Bachelor's degree in business administration or a related field. Relevant certifications (e.g., Six Sigma, Lean) are a plus.
• Minimum of three years of experience in business process engineering, process improvement, or a related role.
• Knowledge of ITIL v4 and experience applying it in a role, including at least an ITIL Foundation certification. ITIL/ITSM Intermediate knowledge is preferred.
• Advanced proficiency in Microsoft Office applications such as PowerPoint and Excel, as well as JIRA. Exposure to or experience with ServiceNow is a plus.
• Experience in designing business processes for an organization.
• Strong analytical, problem-solving, communication, and project management skills.
• Ability to collaborate effectively with diverse, geographically distributed teams.

At RWS, we’re here for one purpose: unlocking global understanding.

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.   

Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every colleague to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.