Process and Support Associate

**Process & Support Associate****Responsibilities**:**SOP and Workflow Development**:- Create, maintain, and update department-specific SOPs and workflows.- Collaborate with team members to identify process improvement opportunities and implement effective solutions.- Ensure SOPs and workflows are accurate, up-to-date, clear, concise, and easily understood by end-users.- Create and maintain workflow diagrams to visualize complex processes and improve efficiency.- Identify and document platform-specific features and functions to optimize operational workflows, including Zoho workflows and functions.**EDI and API Management**:- Monitor and manage EDI transactions to ensure seamless data exchange between systems and partners.- Troubleshoot and resolve issues related to EDI processes and data discrepancies.- Collaborate with internal teams and external partners to implement and test EDI integrations.- Develop and maintain API integrations to streamline data exchange and process automation.- Document API workflows and provide technical support for API-related issues.- Ensure all EDI and API implementations adhere to company standards and industry best practices.**Provide End-User Support**:- Assist users with questions and inquiries related to department processes, tools, and platforms.- Document and track support incidents to identify trends and potential issues.- Write clear and concise technical documentation, including user manuals, training materials, and troubleshooting guides.- Troubleshoot end-user problems related to platforms and systems, escalating when necessary.- Collaborate with manager to develop solutions that minimize downtime.- Assist in training and onboarding new team members on relevant processes, tools, and platforms.**Documentation**:- Maintain and organize department documentation, including user guides, knowledge base articles, and technical specifications.- Ensure documentation is accurate, up-to-date, and easily accessible to end-users.- Create clear and concise documentation tailored to different user groups.- Highlight platform-specific aspects in technical documentation to improve understanding and utilization.**Documentation Management**:- Update and revise documentation as needed to reflect changes in processes, systems, or platforms.- Develop and maintain a knowledge base to facilitate self-service problem-solving.- Organize and maintain a comprehensive library of technical documentation.- Implement version control and maintain document history for effective tracking.**Knowledge Sharing**:- Facilitate knowledge sharing within the team through documentation, training sessions, and informal discussions.- Identify opportunities to improve collaboration and knowledge transfer.- Create and deliver virtual feature learning sessions focused on platform-specific capabilities for end users.**Qualifications/Requirements**:- Strong technical understanding of platforms, their features, and their operational aspects.- Excellent understanding of Zoho workflows and functions.- Familiarity with EDI (Electronic Data Interchange), API (Application Programming Interface), JSON, and Deluge scripting.- Excellent problem-solving and troubleshooting skills.- Ability to learn new technologies and adapt to changing environments.- Strong attention to detail and organizational skills.- Excellent written and verbal communication skills.- Experience with Zoho ERP, documentation tools, and processes.- Previous experience in help desk or technical support roles (preferred).- Proven experience in documentation and process improvement.- Proficiency in explaining technical concepts to non-technical users.- Familiarity with documentation tools such as Microsoft Office Suite, Adobe Acrobat, and diagramming software (e.g., Visio,) and Scribe, Talent LMS.- Ability to work independently and as part of a team.- **Must be available to work 8:30am-5pm EST, Monday - Friday****Language**:- English (required)Work Location: Remote