Ascension is seeking an experienced Business Process Improvement & Change Management Analyst to support a mission-critical organizational improvement initiative with the Washington Suburban Sanitary Commission (WSSC). The ideal candidate will help facilitate collaborative workshops, analyze customer service processes, document current-state operations, identify improvement opportunities, and support the transition toward improved workflows, governance practices, and employee adoption.

This role is ideal for a detail-oriented process improvement professional who enjoys working directly with stakeholders, facilitating productive discussions, translating complex operational challenges into clear documentation, and developing practical recommendations that improve organizational performance.

The successful candidate will bring experience in:

• Business process improvement (BPI)
• Business process mapping and analysis
• Organizational change management
• Workshop facilitation
• Stakeholder engagement
• Process documentation and SOP development
• Change adoption planning
• Continuous improvement methodologies

The candidate should be comfortable working with cross-functional teams, managing ambiguity, asking thoughtful questions, identifying root causes, and converting stakeholder feedback into actionable recommendations.

Summary of Contractor Role

The Business Process Improvement & Change Management Analyst will support Ascension’s facilitation team by providing analytical, documentation, and organizational improvement expertise throughout the Operation True North engagement.

The consultant will help WSSC Customer Service Department stakeholders:

• Understand current-state processes and operational challenges;
• Identify process inefficiencies, communication gaps, and workflow barriers;
• Develop future-state process recommendations;
• Establish sustainable improvement practices;
• Create documentation and governance materials;
• Support employee engagement and adoption of organizational improvements.

The consultant will serve as the bridge between facilitated discussions and actionable business improvements by transforming workshop conversations into structured outputs, including process maps, recommendations, SOP documentation, implementation trackers, and change management artifacts.

Ascension’s approach aligns with WSSC’s requirement to facilitate constructive dialogue, identify process and policy pain points, support collaborative problem solving, and apply change management approaches to improve adoption of identified improvements.

Key Responsibilities / Expected Activities

The consultant will:

• Facilitate structured discussions and workshops focused on identifying current-state processes, operational challenges, and improvement opportunities.
• Conduct business process analysis to identify inefficiencies, bottlenecks, handoffs, redundancies, and workflow challenges.
• Develop current-state and future-state process maps using business process improvement methodologies.
• Document stakeholder inputs, decisions, agreements, risks, and improvement recommendations.
• Analyze customer service workflows and identify opportunities to improve consistency, efficiency, and customer experience.
• Support collaborative design sessions to develop practical process improvements.
• Apply organizational change management principles, including ADKAR concepts, to support awareness, engagement, adoption, and sustainability.
• Develop change management recommendations, implementation roadmaps, and adoption strategies.
• Prepare workshop summaries, meeting documentation, and executive-level readouts.
• Develop SOPs, procedures, process documentation, job aids, and governance recommendations.
• Maintain implementation trackers documenting milestones, owners, timelines, and measures of success.
• Support cross-functional working groups by organizing action items, monitoring progress, and identifying barriers.
• Analyze participant feedback and lessons learned to identify additional improvement opportunities.
• Assist in preparing final reports summarizing findings, recommendations, and implementation considerations.