Sr Business Process Analyst

About the job

Powering the world’s payments ecosystem

ACI powers the payments ecosystem – globally, and you power ACI. You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

As a Senior Business Process Analyst in Bogota, Colombia , you will join a diverse, passionate team dedicated to powering the world’s payments ecosystem!

Job Purpose

The Senior Business Process Analyst is responsible for the ownership, governance, continuous improvement, and organizational adoption of key processes supporting ACI’s global Professional Services organization. This role provides holistic oversight of important operational processes, ensuring that they are clearly defined, consistently followed, properly documented, measurable, and prepared for internal audit reviews.

The Senior Business Process Analyst partners with stakeholders across Professional Services and Operations to understand current processes, identify areas for improvement, define future-state solutions, and ensure that supporting documentation, templates, training materials, reporting, and SharePoint content remain accurate and accessible. The position also leads role-based onboarding and annual training planning for Professional Services teams.

Key Responsibilities

Process Ownership & Continuous Improvement

Serve as the process owner for assigned Professional Services operational processes.

Assess existing processes to understand what is working, identify gaps, and recommend improvements.

Plan, design, document, implement, and continuously improve methodologies, processes, procedures, and best practices.

Lead working sessions with cross-functional stakeholders to define current-state and future-state processes.

Define the objectives, scope, stakeholders, tasks, estimates, milestones, and expected outcomes of process initiatives.

Translate process needs into clear workflows, procedures, documentation, controls, and implementation plans.

Define new processes when business or operational needs are not adequately addressed by existing practices.

Manage process-definition and process-improvement initiatives through implementation and adoption.

Apply Root Cause Analysis and other structured improvement approaches to identify and address underlying process issues.

Governance, Compliance & Audit Readiness

Establish and maintain governance practices for assigned Professional Services processes.

Monitor process adoption and compliance across the organization.

Define metrics and reporting requirements that support process governance and measurement.

Partner with stakeholders to ensure appropriate reporting is available to monitor adherence and identify improvement opportunities.

Maintain clear evidence of process ownership, documentation, controls, compliance activities, and responsibilities.

Ensure the organization is prepared to support internal audit reviews related to assigned processes.

Identify process risks, key controls, documentation gaps, and areas requiring additional oversight.

Communicate governance expectations clearly across Professional Services and the broader Services organization.

Process Documentation & Knowledge Management

Create, publish, maintain, and improve process documentation, templates, standards, procedures, guidelines, and supporting materials.

Ensure process deliverables are accurate, current, accessible, and aligned with operational requirements.

Develop and maintain a robust process site that serves as a reliable source of information for the organization.

Organize existing materials into a clear, consistent, and scalable knowledge structure.

Ensure process changes are reflected across documentation, templa