CX Enablement Business Process Analyst

About Us

The Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, The Freeman Company's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 99-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

The Business Process Analyst leads the analysis, documentation, and continuous improvement of business processes within their assigned functional areas, with a primary focus on internal ordering and show site service operations. This role serves as a vital link between the technology services team and business objectives, acting as the primary point of contact for CX on all system changes, releases, and grooming activities. The Business Process Analyst will develop and apply deep expertise in SAP and Salesforce platforms – as well as any future systems that support these functional areas – by working closely with business units to gain in-depth understanding of business processes and the context in which they operate. This is a growth-oriented position that combines hands-on ownership of defined process areas with meaningful leadership responsibilities from day one.

This position will support our Customer Experience team. It is eligible to work a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week. The ideal candidate will be based out of any of the following locations:

• Dallas, TX

• Las Vegas, NV

• Orlando, FL

Essential Duties & Responsibilities

• Leads analysis, process improvement, and project delivery within assigned functional areas of internal ordering and show site service

• Leads the quarterly Program Implementation prioritization process for CX, coordinating with stakeholders to evaluate, rank, and align on priorities for SAP, Salesforce, and related platform enhancements

• Serves as the primary point of contact and key contributor for all grooming sessions, ensuring CX business needs are clearly represented and requirements are well-defined before development begins

• Acts as the connector between system/platform changes and CX business teams – proactively identifying change impacts, coordinating training needs, and ensuring each affected CX team is informed and prepared

• Leads User Acceptance Testing (UAT) for CX on every release – including creating comprehensive test cases, coordinating testing activities across CX teams, tracking results, and documenting sign-off

• Reviews and updates release notes for every system release, translating technical changes into clear, business-relevant context that is meaningful and actionable for CX stakeholders

• Collaborates with business groups to gather information from stakeholders, cross-functional teams, and SMEs to analyze business needs and document requirements

• Works with stakeholders to understand business objectives related to SAP and Salesforce platforms and their associated processes

• Evaluates business processes, identifies areas for improvement, and develops and supports implementation of solutions

• Leads process mapping sessions and identifies primary flows versus edge cases

• Documents current state, future state, and gap analysis for internal ordering and show site service workflows

• Prepares and delivers presentations on process findings, project status, and recommendations

• Participates in root cause analysis to recommend enhancements or other appropriate actions to improve productivity and efficiency

• Maintains documented processes, procedures, and/or work instructions related to SAP, Salesforce, and related applications

• Leads and executes assigned roadmap tasks and priorities within the SAP and Salesforce functional areas, adapting to future platforms as they emerge

• Partners with training teams to update, implement, and maintain procedures

Education & Experience

• Bachelor’s Degree (B.A.) in a related field of study and/or equivalent work experience required

• 1–2 years of experience in a business analyst, process analyst, or similar capacity, with responsibility for requirements gathering and project support, OR 3+ years of Customer Experience at Freeman as a recognized business process expert with the aptitude and willingness to develop business analyst technical skills

• Exposure to or experience with SAP and/or Salesforce platforms preferred; strong desire to develop expertise in these systems required

• Familiarity with internal ordering processes and/or show site service operations a plus

• Experience using process mapping tools like Visio preferred

• Lean and/or Six Sigma knowledge preferred but not required

• Ability to work with business and technology stakeholders

• 1–2 years of process analysis experience or similar role; equivalent internship or academic project experience considered

• Analytical problem-solving approach

• Ability to proactively identify risks and support action to mitigate and resolve issues

• Strong organizational skills with the ability to manage multiple priorities

• Demonstrated interpersonal and communication skills

• Experience with or aptitude for documenting clear, detailed requirements based on functional needs

• Ability to prioritize work items based on value drivers

• Ability to collaborate with others across teams and functions

• Self-motivated, technically savvy, and able to work effectively in remote environments

• Must be comfortable with video conferencing, messaging, and project management tools

Travel Requirements

Travel up to 25%

What We Offer

The Freeman Company provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

• Medical, Dental, Vision Insurance

• Tuition Reimbursement

• Paid Parental Leave

• Life, Accident and Disability

• Retirement with Company Match

• Paid Time Off

Diversity Commitment

At The Freeman Company, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

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