Process & Systems Optimization Specialist

The Process & Systems Optimization Specialist is responsible for supporting the development, maintenance, and continuous improvement of Guardian’s Quality Management System (QMS), operational processes, business systems, and workflow automation initiatives.

This role helps ensure company processes are clearly documented, standardized, scalable, and consistently followed across departments. The specialist will work closely with leadership and the Process Optimization Manager to identify opportunities to improve operational efficiency, strengthen reporting and accountability, reduce manual work, and enhance the systems employees use every day.

The ideal candidate is highly organized, technically capable, detail-oriented, and comfortable learning new technologies. This position combines process documentation, system administration, workflow automation, reporting, and continuous improvement.

Key Responsibilities
Process Documentation & Quality Management
Develop, update, organize, and maintain company Standard Operating Procedures (SOPs), work instructions, process documents, policies, and supporting documentation.
Support the continued development and maintenance of Guardian’s Quality Management System (QMS).
Create and maintain standardized templates, forms, guides, checklists, and process documentation.
Ensure documentation is clear, accurate, consistent, organized, and aligned with company standards.
Work with department leaders and subject matter experts to document existing processes and identify areas for improvement.
Maintain accurate documentation of system changes, operational workflows, automation processes, and process updates.
Help ensure documentation projects are completed according to established deadlines and priorities.
Business Systems & CRM Support
Learn, maintain, and continuously improve Guardian’s CRM and business systems, including LEAP.
Assist with configuring and optimizing workflows to improve data accuracy, reporting, communication, and operational efficiency.
Identify system issues, workflow gaps, and opportunities to improve how teams use technology.
Support testing and implementation of new system features, integrations, and process changes.
Help maintain accurate system data and ensure operational processes are properly reflected within company systems.
Workflow Automation & Technology Implementation
Assist with the implementation, testing, maintenance, and optimization of workflow automation and emerging technology solutions.
Support systems including voice automation, SMS and email workflows, reporting tools, operational automations, and internal productivity solutions.
Identify repetitive or manual processes that can be simplified, standardized, or automated.
Assist with designing and testing automated workflows between company systems and third-party platforms.
Monitor automated processes and help troubleshoot issues when workflows do not perform as expected.
Collaborate with vendors and internal stakeholders to test, improve, and maintain technology and automation solutions.
Research new tools and technologies that may improve efficiency, communication, customer experience, or employee productivity.
Reporting & Data Support
Support KPI tracking, operational reporting, and data validation across departments.
Assist with Excel-based reporting, data analysis, dashboards, and process monitoring.
Review reports and system data for accuracy and identify inconsistencies or potential issues.
Help improve the reliability and accessibility of operational reporting.
Assist leadership with developing systems that improve visibility into departmental performance and accountability.
Project & Team Support
Manage assigned projects and documentation initiatives according to established timelines.
Provide regular status updates on projects, priorities, challenges, and completed work.
Communicate professionally and promptly with leadership, employees, vendors, and other stakeholders.
Collaborate across departments to understand operational challenges and develop practical solutions.
Assist with training employees on new systems, processes, procedures, and workflow improvements.
Maintain strong organization, follow-through, and accountability across assigned responsibilities.
Qualifications
Education
Bachelor’s degree in Business Administration, Information Systems, Computer Science, Operations, or a related field preferred.
Equivalent professional experience may be considered.
Experience
2+ years of experience in process improvement, business systems, operations, workflow automation, process documentation, or a similar technology-focused role.
Experience developing SOPs, process documentation, or operational procedures preferred.
Experience working with CRM or business management systems preferred.
Experience with LEAP or similar legal/business management software is a plus.
Experience working with workflow automation platforms, integrations, or emerging technology tools is a plus.
Skills & Competencies
Exceptional attention to detail and organizational skills.
Strong ability to document complex processes in a clear and understandable manner.
Ability to manage multiple priorities and complete work within established deadlines.
Strong written and verbal communication skills.
Strong analytical and problem-solving abilities.
Comfortable learning new software, systems, and technology platforms.
Proficiency with Microsoft Office, particularly Excel, Word, Outlook, and PowerPoint.
Proficiency with Google Workspace.
Familiarity with process-mapping and workflow documentation tools.
Ability to work independently while collaborating effectively with cross-functional teams.
Ability to identify inefficiencies and recommend practical process improvements.
Comfortable testing, troubleshooting, and improving technology-based workflows.
Ability to train and support employees as new systems and processes are introduced.
Ideal Candidate

The ideal candidate is highly organized, technically curious, and naturally interested in understanding how processes and systems work.

You appreciate structure and documentation but also look for opportunities to improve the way work gets done. You are comfortable learning new software, experimenting with emerging technologies, analyzing workflows, and identifying ways to reduce unnecessary manual work.

You move with urgency while maintaining accuracy, communicate clearly, follow through on commitments, and take ownership of assigned projects.

You are also comfortable working in a fast-paced environment and collaborating directly with an experienced Process Optimization Manager to help develop and scale operational systems across the organization.