Business Process Analyst

Business Process Analyst

TOTE Services Jacksonville, Florida

Job Summary

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.

The vision of TOTE Services is to be the world's most valued maritime management, operations, and technical solutions company by delivering reliable and superior service.

TOTE Services is a company within the TOTE Group, which is part of the Saltchuk family of brands. Saltchuk is building the best family of transportation and distribution companies in North America.

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.