Process and Support Associate

**Process & Support Associate**

**Responsibilities**:
**SOP and Workflow Development**:

- Create, maintain, and update department-specific SOPs and workflows.
- Collaborate with team members to identify process improvement opportunities and implement effective solutions.
- Ensure SOPs and workflows are accurate, up-to-date, clear, concise, and easily understood by end-users.
- Create and maintain workflow diagrams to visualize complex processes and improve efficiency.
- Identify and document platform-specific features and functions to optimize operational workflows, including Zoho workflows and functions.

**EDI and API Management**:

- Monitor and manage EDI transactions to ensure seamless data exchange between systems and partners.
- Troubleshoot and resolve issues related to EDI processes and data discrepancies.
- Collaborate with internal teams and external partners to implement and test EDI integrations.
- Develop and maintain API integrations to streamline data exchange and process automation.
- Document API workflows and provide technical support for API-related issues.
- Ensure all EDI and API implementations adhere to company standards and industry best practices.

**Provide End-User Support**:

- Assist users with questions and inquiries related to department processes, tools, and platforms.
- Document and track support incidents to identify trends and potential issues.
- Write clear and concise technical documentation, including user manuals, training materials, and troubleshooting guides.
- Troubleshoot end-user problems related to platforms and systems, escalating when necessary.
- Collaborate with manager to develop solutions that minimize downtime.
- Assist in training and onboarding new team members on relevant processes, tools, and platforms.

**Documentation**:

- Maintain and organize department documentation, including user guides, knowledge base articles, and technical specifications.
- Ensure documentation is accurate, up-to-date, and easily accessible to end-users.
- Create clear and concise documentation tailored to different user groups.
- Highlight platform-specific aspects in technical documentation to improve understanding and utilization.

**Documentation Management**:

- Update and revise documentation as needed to reflect changes in processes, systems, or platforms.
- Develop and maintain a knowledge base to facilitate self-service problem-solving.
- Organize and maintain a comprehensive library of technical documentation.
- Implement version control and maintain document history for effective tracking.

**Knowledge Sharing**:

- Facilitate knowledge sharing within the team through documentation, training sessions, and informal discussions.
- Identify opportunities to improve collaboration and knowledge transfer.
- Create and deliver virtual feature learning sessions focused on platform-specific capabilities for end users.

**Qualifications/Requirements**:

- Strong technical understanding of platforms, their features, and their operational aspects.
- Excellent understanding of Zoho workflows and functions.
- Familiarity with EDI (Electronic Data Interchange), API (Application Programming Interface), JSON, and Deluge scripting.
- Excellent problem-solving and troubleshooting skills.
- Ability to learn new technologies and adapt to changing environments.
- Strong attention to detail and organizational skills.
- Excellent written and verbal communication skills.
- Experience with Zoho ERP, documentation tools, and processes.
- Previous experience in help desk or technical support roles (preferred).
- Proven experience in documentation and process improvement.
- Proficiency in explaining technical concepts to non-technical users.
- Familiarity with documentation tools such as Microsoft Office Suite, Adobe Acrobat, and diagramming software (e.g., Visio,) and Scribe, Talent LMS.
- Ability to work independently and as part of a team.
- **Must be available to work 8:30am-5pm EST, Monday - Friday**

**Language**:

- English (required)