The Role:

The Process Analyst is a mid-level individual contributor who independently owns and improves support processes within the Technical Support organization. The Process Analyst is responsible for documenting complete workflows, identifying operational inefficiencies, and implementing process improvements to enhance support efficiency, consistency, and customer satisfaction. Additionally, the Process Analyst drives problem management by analyzing Customer Reported Trends (CRTs), investigating repeat incidents, and collaborating with key stakeholders to proactively reduce contact volume.

This position works closely with Technical Support leadership, specialists, and cross-functional stakeholders including Product, Engineering, and Customer Success to standardize processes across Tier 1–3 support. The Process Analyst leads improvement initiatives with minimal oversight, applying analytical thinking and operational insight to continuously evolve support processes as the organization grows.

What you'll do:

• Own and maintain comprehensive support process documentation, including SOPs, workflows, decision trees, and escalation paths for Tier 1–3 support.
• Ensure all documentation is accurate, current, and reflects operational realities and support priorities.
• Update documentation for new products, customers, and support models as needed.
• Lead process mapping initiatives, including current-state analysis and future-state design.
• Identify process gaps, inefficiencies, risks, and sources of operational friction.
• Recommend and implement practical, scalable improvements to support workflows.
• Lead or co-lead post-incident process reviews and standardization initiatives.
• Partner with Team Leads, Quality, and Subject Matter Experts to ensure processes are understood, adopted, and consistently followed.
• Collaborate with Product, Engineering, and Customer Success teams to align support processes with product and customer needs.
• Facilitate working sessions and improvement meetings, document outcomes, and drive follow-up actions.
• Create and maintain basic to intermediate operational reports and dashboards, such as SLA performance, MTTR trends, and backlog health.
• Analyze operational data to identify trends, volume drivers, and recurring issues to drive organizational improvements.
• Use data insights to support and prioritize process improvement recommendations.
• Support change management activities related to process updates, including documentation changes, communications, and rollout coordination.
• Help ensure new or updated processes are integrated into daily operations with minimal disruption.

Who you are:

• 2–5 years of experience in technical support, support operations, process improvement, or a related role.
• Demonstrated experience documenting and improving operational processes.
• Experience creating and maintaining operational reports or dashboards.
• Strong ability to work cross-functionally and influence without direct authority.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and prioritization skills.

It would be great if you also have:

• Experience working in ITIL-aligned or incident management environments.
• Familiarity with support platforms such as ServiceNow, Zendesk, Salesforce, or Jira.
• Exposure to Lean, Six Sigma, or continuous improvement methodologies.
• Advanced Excel or BI tool experience, including formulas, pivot tables, and trend analysis.
• Experience supporting regulated, high-availability, or complex technical product environments.

Applicants must be authorized to work for ANY employer in the U.S. Employer will not sponsor applicants for work visas.

Compensation:

The estimated base annual salary range for this position is $76,245 to $103,155, though a candidate’s base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

What are the perks?

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and talent development opportunities
• Commitment to professional development and working for a company where your voice is heard

More about iA:

iA® (Innovation Associates®) is a pharmacy fulfillment company that provides an integrated platform of capabilities to support Centralized and Community Pharmacy Fulfillment Solutions. With over 30 years of experience in the pharmacy fulfillment business, we have developed and implemented a suite of automation and software solutions that help deliver quick and sustainable business results. Our integrated Pharmacy Fulfillment Platform enables scalable solutions that helps run the prescription fulfillment process from prescription acceptance to delivery, supporting dynamic design flexibility to service pharmacies in a variety of volumes and settings. Our solutions improve workflow, and increase efficiency, while enabling more time for pharmacists to focus on their patients. iA works with pharmacy providers in the Commercial, Health Systems, Government, and Mail Order/eCommerce markets. iA can help customers transform their pharmacy. For more information, visit iARx.com.

Our Mission: We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support.

Our Products:

• Software
• Modular Hardware
• Sophisticated Counting and Collation Devices

Our Core Values:

• Solutions Driven
• Customer Centric
• Championing Diversity
• Empowering Ownership
• Trust Daringly

To learn more about iA’s product, people and culture visit us at iARx.com OR check us out on LinkedIn, Facebook, or YouTube!

iA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.