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The Process & Systems Specialist serves as the frontline connection between assigned facilities and the Process & Systems department. This position supports employees with process and application needs, conducts initial discovery, coordinates short-term stabilization efforts, and identifies opportunities that may require deeper analysis or long-term standardization.

The Process & Systems Specialist maintains an active presence within the facility, builds an understanding of local operations, and helps ensure concerns are accurately documented, appropriately addressed, and transitioned to Process & Systems Lead or other resources when necessary.

MINIMUM REQUIREMENTS

Education: High School Diploma or GED required

Experience: 1 year of experience in operational support, facility support, customer service, process improvement, project coordination, logistics, manufacturing, application support, or a related field is required.

Travel: 0-10%

Work Schedule: This position works between the hours of 7am and 5pm, Monday through Friday. Ability to work a flexible schedule is necessary.

KEY RESPONSIBILITIES

Facility Support and Engagement

• Serve as the primary Process & Systems contact for assigned facilities.
• Build strong working relationships with frontline employees, facility leadership, subject matter experts, and process owners.
• Maintain an active presence within facility operations to understand workflows, challenges, priorities, and emerging needs.
• Respond to process and application support concerns and provide timely communication regarding status, ownership, and next steps.
• Help employees navigate P&S-supported processes, applications, tools, and support channels.
• Maintain awareness of facility priorities, operational changes, upcoming implementations, and recurring support needs.
• Escalate barriers, competing priorities, and high-impact concerns to the Process & Systems Lead.

Frontline Discovery and Documentation

• Conduct initial discovery through employee conversations, process observation, document review, and basic data gathering.
• Identify the people involved, current workflow, pain points, business impact, systems used, known exceptions, and desired outcomes.
• Create initial process maps, process notes, screenshots, examples, and other supporting documentation.
• Confirm that the reported issue reflects the actual operational need rather than only the requested solution.
• Identify missing information and coordinate follow-up with the appropriate employees or subject matter experts.
• Validate discovery findings with affected stakeholders before transitioning work to another P&S resource.
• Provide Process Analysts and Systems Analysts with a reliable starting point for deeper analysis.

Short-Term Stabilization and Local Improvements

• Coordinate short-term actions that help facilities contain immediate process or application concerns.
• Resolve lower-complexity issues within established P&S standards, approved tools, and defined role responsibilities.
• Support minor workflow adjustments, documentation updates, training corrections, and approved interim solutions.
• Avoid creating disconnected or unsupported local solutions that may conflict with long-term standardization.
• Confirm that short-term actions address the immediate need without creating unnecessary process, data, or system risk.
• Monitor stabilization efforts and gather feedback to determine whether additional support is required.
• Escalate recurring, cross-functional, system-level, or long-term concerns to the Process & Systems Lead

Application and User Support

• Provide frontline support for P&S-supported applications and tools, including FUSION applications, ERP-related processes, Smartsheet solutions, dashboards, workflows, and other approved tools.
• Help users understand application functionality, expected workflows, and available support documentation.
• Gather screenshots, examples, affected records, error details, and reproduction steps when investigating reported concerns.
• Distinguish routine user-support needs from possible defects, enhancement requests, data issues, training gaps, and process failures.
• Resolve known issues using established procedures and escalate concerns requiring deeper system expertise to the Process & Systems Lead.
• Identify recurring questions or errors that may indicate a need for improved training, documentation, system design, or process standardization.
• Communicate application outages, known issues, workarounds, and resolution updates to affected facility stakeholders.

Implementation and Change Support

• Coordinate facility-level activities for process changes, application releases, and improvement initiatives.
• Identify affected users, facility stakeholders, training needs, operational risks, and implementation dependencies.
• Support user acceptance testing by coordinating participants, test scenarios, feedback, and issue documentation.
• Assist with the development and delivery of training materials, job aids, communications, and standard work.
• Support go-live activities and provide frontline assistance during stabilization.
• Gather feedback, adoption concerns, and lessons learned following implementation.
• Confirm that facility employees understand the new process or system expectations and know where to obtain support.
• Communicate unresolved implementation concerns to the Process & Systems Lead and appropriate analysts.

Continuous Improvement and Escalation

• Proactively identify improvement opportunities through facility observations, employee feedback, support trends, and recurring problems.
• Use tickets and support requests as signals of potential process, system, data, or training gaps.
• Identify when multiple short-term concerns may represent a larger standardization opportunity.
• Distinguish facility-specific needs from issues that may affect multiple facilities or departments.
• Transition process-focused opportunities to a Process Analyst with the available discovery documentation.
• Transition system-focused opportunities to a Systems Analyst with supporting examples and technical details.
• Communicate potential business impact, urgency, affected users, recurrence, and operational risk during escalation.
• Participate in discussions regarding facility priorities, P&S workload, and improvement opportunities.

Documentation and Governance

• Maintain accurate records of support concerns, discovery activities, decisions, actions, handoffs, and outcomes.
• Follow established P&S intake, prioritization, documentation, implementation, and closure standards.
• Update process maps, support procedures, training materials, job aids, and facility documentation as assigned.
• Ensure information is stored in approved locations and can be accessed by the appropriate employees and support resources.
• Record the operational owner and ongoing support expectations before work is closed or transitioned.
• Protect confidential, sensitive, or restricted business and employee information.
• Communicate documentation gaps or outdated materials to the appropriate P&S resource.
• Performs other related duties as required and assigned.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

How Does FTI Give YOU the Chance to Thrive?

If you’re energized by new challenges, FTI provides you with many opportunities. Joining FTI opens doors to redefine what’s possible for your future.

Once you’re a team member, you’re supported and provided with the knowledge and resources to achieve your career goals with FTI. You’re officially in the driver’s seat of your career, and FTI’s career development and continued education programs give you opportunities to position yourself for success.

FTI is a “merit to the core” organization. We recognize and reward top performers, offering competitive, merit-based compensation, career path development and a flexible and robust benefits package.

Benefits are the Game-Changer

We provide industry-leading benefits as an investment in the lives of team members and their families. You’re invited to review the full list of FTI benefits available to regular/full-time team members. Start here. Grow here. Succeed here. If you’re ready to learn more about your career with FTI, apply today!

Faith Technologies, Inc. is an Equal Opportunity Employer – veterans/disabled.

Employment is contingent upon successfully passing a background and drug test