The Senior Analyst, Language Systems and Processes ensures the Center of Language Excellence (CoLE)’s language ecosystem, workflows, and governance operate effectively, consistently, and in alignment with business needs, quality expectations, and compliance requirements. The role translates business and functional needs into clear requirements, process designs, configuration standards, validation criteria, and adoption plans. It serves as a key interface between business stakeholders, the Change, Enablement and Communication function, Language Assets, Quality & Governance team, IT/vendors, the Managed Service Provider (MSP), and the Technical Lead (ITSO), who owns the underlying technical architecture, platform operations, and AI enablement.
Responsibilities:
Functional Consulting and Workflow Design
- Serve as the primary functional consultant for the language ecosystem. Advise stakeholders on fit-for-purpose solutions and lead the onboarding of new business functions and use cases.
- Gather, prioritize, and translate business needs into clear functional requirements and user stories for technical and operational teams.
- Design and document end-to-end language workflows with the Language Assets, Quality & Governance team, making sure they meet regulatory, data privacy and compliance requirements.
- Define and maintain process standards and controls so language workflows run consistently and to a high standard.
Release Governance and Support
- Partner with the Tech Lead, IT, vendors, and the MSP to evaluate new language technologies, including AI capabilities, and to confirm readiness before release.
- Triage incidents and enhancement requests, identify root causes, and escalate to technical partners. Own the follow-up until each issue is resolved.
- Run intake, prioritization, and release planning. Provide input to the technology roadmap and communicate scope, risks, and decisions to stakeholders.
Continuous Improvement, Documentation and Adoption
- Drive continuous improvement through stakeholder feedback, standardization, and innovation.
- Keep functional and process documentation up to date to support operational continuity and compliance.
- Support the Change, Enablement and Communication function in developing training materials and driving adoption of new features, standards, and workflows.