Business Process Analyst

Business Process Analyst

TOTE Services Jacksonville, Florida

TOTE Services is seeking a qualified individual to serve as a Business Process Analyst under the Business Systems Support Department to plan, organize, develop, and support application lifecycles. This position will be based in Jacksonville, FL and will report directly to the Director, Business Systems Support.

The Business Process Analyst is responsible for evaluating, documenting, and improving organizational workflows and processes. Working across departments, this role bridges the gap between business needs and operational execution by identifying inefficiencies, modeling future-state processes, and driving sustainable improvements that support organizational goals.

Essential Duties & Responsibilities

Process Analysis & Improvement

Analyze current-state ("as-is") business processes through stakeholder interviews, workshops, observation, and data review

Identify inefficiencies, bottlenecks, redundancies, and compliance gaps within existing workflows and application configurations

Develop future-state ("to-be") process models and make evidence-based recommendations for improvement

Lead and support process improvement initiatives

Documentation & Modeling

Create clear, accurate process documentation including process maps, flowcharts, diagrams, SOPs, and business requirements documents

Maintain a process repository and ensure documentation remains current as processes evolve

Translate complex workflows into accessible materials for diverse audiences

Stakeholder Engagement

Collaborate with users, TOTE IT, and leadership to gather requirements around process changes

Facilitate workshops and working sessions to elicit requirements and drive alignment

Communicate findings and recommendations to stakeholders at all levels, including executive leadership

Measurement & Reporting

Define and monitor key performance indicators (KPIs) to measure process effectiveness and improvement outcomes

Analyze operational data to identify trends, root causes, and opportunities

Prepare reports and presentations summarizing findings, progress, and business impact

Application Management

Serve as a functional liaison between business users and IT for enterprise applications, ensuring systems support process requirements

Participate in the evaluation, selection, and implementation of business applications and workflow tools

Manage application configuration, user access, and ongoing maintenance in coordination with IT

Identify opportunities to leverage technology, including automation and AI-assisted tools, to streamline processes and reduce manual effort

Document system workflows, integration points, and data flows; maintain application-related SOPs and user guides

Coordinate with vendors and internal teams on system upgrades, enhancements, and issue resolution

Support end-user training and adoption efforts for new or updated applications

Project & Change Support

Support Current Systems, Vendors and Vessel Operations

Assist with user acceptance testing (UAT), training development, and post-implementation reviews

Champion a culture of continuous improvement of efficient business processes across the organization

Manage system configuration to ensure software process ties together with desired business processes

Monitor and address system performance (i.e. replication, data reporting)

Continuously ensure that the selected software is the best way to meet the company's goals. Identify and propose utilization of untapped system capabilities which may benefit the company

Manage the resolution of software issues and shortfalls including issue identification, documentation, and prioritization. Coordinate as necessary with appropriate internal and external resources to develop and implement solutions

Lead formalized training plans, as needed, for Shoreside and vessel staff

Administer access and configuration of the ABS Eagle.org Survey Status web portal

Develop ways to enhance the fleet operations and maintenance through the application of software solutions

Represent TOTE Services in a professional manner to provide efficient and economic service to all customers

Technical Skills Preferred

Business Process Analysis and Process Improvement

Business Process Modeling Visio and flowcharts

Requirements Gathering, Analysis, Documentation, and Validation

As-Is / To-Be Process Mapping and Gap Analysis

Advanced Microsoft Excel, including PivotTables, XLOOKUP, Power Query, and data analysis

SQL for data extraction, analysis, and validation

Power BI for dashboards, reporting, KPI tracking, and data visualization

Business Requirements Documents (BRDs), Functional Requirements, SOPs, and Process Documentation

Workflow Analysis, Optimization, and Continuous Improvement

Workflow Automation using Microsoft Power Automate, UiPath, or similar tools

Familiarity with ERP, CRM, and enterprise applications such as Microsoft Dynamics

Basic understanding of APIs, databases, system integrations, and data flows

Experience with SharePoint or similar collaboration/project management platforms

Data Quality, KPI, SLA, and Performance Analysis

Strong understanding of SDLC and business/IT collaboration

Education & Experience

Bachelor's degree in Computer Science or a related field preferred

In lieu of a degree, a minimum of 10 years of relevant work experience will be considered

Previous sailing experience preferred

Soft Skills

Strong analytical and problem-solving abilities

Ability to work independently and as part of a team

Strong organizational and time management skills

Extensive knowledge of vessel management software required

Excellent written and verbal communication skills

Working knowledge and understanding of ISM requirements and how they relate to documentation requirements

Strong computer skills and working knowledge of Microsoft Office products required

Working Conditions

Must be able to access all work locations, including government and private shipyards and/or vessels

Must be able to obtain a Transportation Worker Identification Credential (TWIC)

Must be able to lift up to 25 pounds

Ability to drive long distances (up to 5 hours) and/or travel by air to various U.S. ports, possibly requiring overnight stays

Ability to board vessels in port (requires using a gangway with a grade of 30-60 degrees)

Ability to climb ladders and navigate uneven surfaces during vessel visits

Ability to board vessels at anchor (climb ladder from a boat)

Willingness to remain accessible for communication and consultations on an around-the-clock basis and work unusual hours, including occasional nights and weekends as required

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

TOTE Services is an Equal Opportunity Employer - Affirmative Action and a VEVRAA Federal Contractor. We are committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin disability, or status as a protected veteran. TOTE Services is a drug-free employer and a participant of the E-Verify Employment Verification Program.