Process Analyst

We are seeking a Process Analyst to work across multiple Infrastructure and Operations teams. This role will focus on capturing key operational knowledge, documenting support and administrative procedures, finding opportunities to improve processes, and building lasting documentation that reduces the risk tied to personnel turnover.

Responsibilities

• Sit with infrastructure and operations staff to learn and record their routine tasks, recurring maintenance, and support workflows.
• Interview engineers and administrators, then turn technical detail into plain, step-by-step guides.
• Write and maintain runbooks, SOPs, troubleshooting guides, escalation procedures, and knowledge base articles.
• Record what each role needs to do its job: tools and applications, system access, permission groups, elevated rights, service accounts, and cross-team dependencies.
• Build workflow diagrams and other visual references.
• Spot gaps, single points of failure, manual workarounds, and undocumented dependencies, and recommend fixes.
• Help teams standardize how they work and make procedures repeatable.
• Organize documentation libraries, apply consistent templates, and manage versioning and review cycles.
• Review drafts with technical staff and leadership to confirm accuracy.

Must-Haves

• 3 years in technical writing, IT business or process analysis, IT operations, or infrastructure support.
• Solid working knowledge of enterprise IT environments (servers, networks, operating systems).
• Proven track record writing SOPs, runbooks, process flows, knowledge articles, and system documentation.
• Strong interviewing and facilitation skills, with the ability to draw out detail from technical experts.
• Picks up new technologies quickly.
• Proficient with Microsoft Office, Visio (or similar diagramming tools), and a wiki or knowledge platform such as Confluence or SharePoint.

Nice-to-Haves

• Hands-on exposure to Linux, Windows Server, Active Directory, virtualization, networking, storage, or cloud platforms.
• Experience with midrange or legacy enterprise systems.
• ITIL certification or experience working within ITIL-aligned processes.
• Lean, Six Sigma, or other process improvement training.
• Background in a formal knowledge management or knowledge transfer program.
• Technical writing certification.

TechHuman is an Equal Opportunity Employer and is committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, or gender expression), age, national origin, citizenship status, disability, genetic information, marital status, military status, protected veteran status, or any other status protected under applicable federal, state, or local law.