Process Documentation Specialist - ON-1261

Project type: Innovation
Desired discipline(s): Computer science, Mathematical Sciences, Operations research, Business, Social Sciences & Humanities
Company: ThinkOn, Inc.
Project Length: Flexible
Preferred start date: As soon as possible.
Language requirement: English
Location(s): Toronto, ON, Canada
No. of positions: 1
Desired education level: CollegeUndergraduate/BachelorRecent graduate
Open to applicants registered at an institution outside of Canada: No

About the company: 

ThinkOn is a Canadian-owned cloud service provider that helps organizations securely manage, protect, and modernize their data and infrastructure. The company delivers cloud, data protection, disaster recovery, connectivity, and managed services through Canadian-hosted environments designed to meet security, compliance, and data sovereignty requirements.
As a channel-only organization, ThinkOn partners with technology vendors and resellers to deliver solutions that enable organizations to operate more efficiently, securely, and at scale. The company is committed to continuous innovation and leverages automation, artificial intelligence, and operational excellence initiatives to improve both customer outcomes and internal business processes.

Describe the project.: 

The project focuses on strengthening ThinkOn's operational excellence by documenting, analyzing, and improving key business processes across operational and support functions. Working within the Project Management Office (PMO), the candidate will help build a reliable and scalable process knowledge base that captures how work is performed in practice, identifies opportunities for improvement, and supports governance, compliance, and audit readiness.
The candidate will work closely with stakeholders across the organization to observe workflows, conduct interviews, and map end-to-end processes. They will document operational procedures, decision points, exceptions, handoffs, and controls, translating their findings into clear process maps, work instructions, and standardized documentation. All deliverables will be validated with process owners and maintained through structured review and approval processes.
Beyond documentation, the project will explore opportunities to improve operational efficiency and consistency. The candidate will assess gaps between current practices and documented procedures, identify duplicate or manual activities, and recommend opportunities to simplify, standardize, automate, or enhance workflows. They will also contribute to evaluating and implementing process documentation and knowledge management tools.
The project combines elements of business analysis, process improvement, operations management, and organizational knowledge management. Using techniques such as stakeholder interviews, process mapping, workflow analysis, and continuous improvement methodologies, the candidate will help create a foundation that supports operational consistency, risk management, scalability, and future automation initiatives across ThinkOn.

Required expertise/skills: 

The ideal candidate is naturally curious, analytical, and detail-oriented, with a strong ability to understand how work is performed in practice and identify opportunities for improvement. They should possess excellent written and verbal communication skills and be able to translate complex workflows into clear, accurate, and user-friendly process documentation, including procedures, work instructions, and process maps.
The candidate should be comfortable engaging with stakeholders across different teams and levels of the organization, conducting interviews, facilitating discussions, and asking thoughtful questions to uncover how processes operate and where challenges exist. Strong organizational skills, attention to detail, and the ability to manage multiple priorities are important for maintaining documentation quality, consistency, and version control.
An interest in business operations, process improvement, business analysis, governance, risk management, or IT service delivery is highly desirable. Experience with process mapping, workflow analysis, continuous improvement methodologies (such as Lean or Six Sigma), knowledge management, or automation tools would be considered an asset. Familiarity with IT operations, managed services, service management frameworks, or documentation platforms is also beneficial.
Most importantly, the candidate should demonstrate a willingness to learn, adapt quickly to new tools and methodologies, and apply sound judgment when evaluating processes, identifying inefficiencies, and recommending opportunities to simplify, standardize, improve, or automate work.