Process & Intake Analyst

About the role

Mayflower, a technology company building large-scale entertainment products, is looking for a Process & Intake Analyst to join its newly formed Operations team in Cyprus. The role builds a request front door, defines service levels, maintains a policy and process repository and keeps processes simple and usable.

Key responsibilities

• Design and run the request front door: map incoming cross-functional requests, define request types and intake forms, set triage and routing rules and launch the route in phases.
• Make response times measurable: define service levels, instrument the route so volumes, waiting time and resolution time can be reported, and use the data to fix bottlenecks.
• Build and maintain the policy and process repository: inventory, consolidate and structure policies, keep reviews on time and report on repository health.
• Create and maintain the ownership register for processes, systems and vendor relationships, resolving gaps and escalating where no owner can be agreed.
• Map and improve processes: document current-state workflows, remove duplicated steps and unnecessary approvals, and implement simpler routes.
• Configure and automate workflows, forms, templates, dashboards and simple automations in existing tools, and prototype helpers with scripting or AI assistants.
• Write clear guidance, run short onboarding sessions and collect feedback, and design structures that move between platforms as collaboration tools change.
• Report to the Head of Operations on adoption, service levels, repository health and process issues.

Required profile

• 4+ years in business process analysis, operations, service management or a similar role in tech and/or cross-functional environments.
• Proven experience designing and launching an intake, request management or service-desk process adopted by other teams.
• Experience building or running a structured knowledge base, policy library or document-control process with ownership and review cycles.
• Ability to define and track operational metrics and present them clearly to managers and leadership.
• Nice to have: ITIL or similar service management experience, experience migrating a knowledge base or service desk between platforms, and familiarity with conversational or AI-assisted front doors.

Required skills

• Hands-on configuration of workflow and service-desk tools (Jira Service Management, Confluence or similar), including forms, workflows, automations and reporting.
• Comfort with spreadsheets, light scripting and AI assistants for prototyping and automation.
• Strong process-mapping, facilitation, stakeholder management and written communication skills.

What we offer

• EU-based employment contract and a 3-year Cyprus work visa with relocation and visa support.
• Full relocation package: flights to Limassol, a company-covered apartment for the first month and relocation support.
• Private medical insurance, corporate mobile plan, mindfulness and well-being support, and 50% coverage of school and kindergarten fees.
• Provident fund (Cyprus) available after probation, professional growth support and a peer recognition program.
• Fully equipped office in Limassol's city center, free meals and a coffee bar.