SOP Specialist

 The Business Process & Operational Standards (SOP) Specialist plays a key role in developing, maintaining and improving business processes, standard operating procedures and work instructions across operational and support teams. This role is a hands‑on partner to Operations, while also working with corporate and support functions such as HR, Procurement, Finance and other business teams to structure end‑to‑end processes. 

The Specialist translates field reality and business requirements into clear process maps, SOP frameworks and field‑level Work Instructions that are approved, applied and sustainably maintained.  

Responsibilities 

• Write, format, and update Process Mappings, SOPs and Work Instructions for all key operational processes. 

• Create quality documentation aligned with operational reality and needs. 

• Maintain the entire SOP lifecycle: creation, revision, approval, distribution, periodic review, archiving, version control, and document governance. 

• Co-create standard documentation with subject-matter experts (SMEs), Training, Support and Operations teams by facilitating workshops. 

• Contribute to business process mapping and process improvement initiatives at the Service Center. 

• Collaborate in the development of Intelcom’s Quality Management System (QMS). 

• Contribute to the auditing processes of the Quality Management System (QMS).  

Qualifications 

• University degree in Operations, Industrial Engineering, Educational Sciences, Educational Technology or a related field . 

• 3–5 years of relevant experience in operational environments 

• Strong field exposure or facilitation experience with Ops teams 

• Excellent writing and structuring abilities 

• Familiarity with operational processes and logistics 

• Detail-oriented with a documentation/quality mindset 

• Basic understanding of process mapping tools (e.g., Lucidchart, Visio) 

• Collaborative and responsive 

• Autonomous, execution‑driven 

• Basic experience in administrative coordination 

• Functional French and English 

Assets 

• ISO 9001 related certifications 

• BPMN 2.0 related certifications 

• Lean Six Sigma – Green Belt