Process & Intake Analyst

Location: Limassol, Cyprus Workplace: on-site Mayflower is a technology company building large-scale entertainment products for a global audience. Our platforms serve millions of users worldwide and rank among the top-50 most visited websites globally. For more than 10 years, we’ve been creating reliable, high-performance solutions at the intersection of product, engineering, and entertainment. We are looking for a Process & Intake Analyst to join our newly formed Operations team in Cyprus. Operations exist to make our fast-growing company easier to work in: clear routes for asking for things, clear owners for the things that matter, and rules people can actually find. Job Responsibilities Design and run the request front door. Map how cross-functional requests arrive today, define request types and intake forms, set triage and routing rules, and launch the route in phases, starting with the highest-volume request types. Make response times measurable. Define service levels with the teams that receive requests, instrument the route so that volumes, waiting time and resolution time can be reported, and use the data to fix the bottlenecks it reveals. Build and maintain the policy and process repository. Inventory existing policies and process documents, consolidate duplicates, retire stale content and bring each item into a consistent structure with an owner, a version, an approval status and a review date. Run the review cycle. Make sure reviews happen on time, chase overdue items, and report on the health of the repository, so that it stays current rather than decaying after launch. Create and maintain the ownership register. Record named owners for cross-functional processes, systems and vendor relationships, resolve gaps and overlaps with the departments involved, and escalate where no owner can be agreed. Map and improve processes. Document current-state workflows, identify duplicated steps, manual handoffs and unnecessary approvals, and propose and implement simpler routes with the people who run them. Configure and automate. Set up workflows, forms, templates, dashboards and simple automations in the company's existing tools, and prototype small helpers with scripting or AI assistants where they remove manual work. Make the systems easy to use. Write clear guidance, run short onboarding sessions for teams adopting the front door or repository, and collect and act on feedback. Keep the systems portable. Collaboration tooling is changing over the next year, so design structures and content that can move between platforms without being rebuilt. Report to the Head of Operations on adoption, service levels, repository health and the process issues the data surfaces. You’ll thrive here if you have: 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 that other teams adopted. Experience building or running a structured knowledge base, policy library or document-control process, with clear ownership and review cycles. Strong process-mapping and analytical skills: turning a messy current state into a simple, documented and agreed target state, and proactively identifying gaps in ambiguous environments. Hands-on configuration of workflow and service-desk tools (Jira Service Management, Confluence or similar), including forms, workflows, automations and reporting, plus comfort with spreadsheets, light scripting and AI assistants for prototyping and automation. Ability to define and track operational metrics and present them clearly to managers and leadership. Strong facilitation, stakeholder management and written communication skills, with the persuasiveness to drive adoption in teams that do not report to you. Nice to have Experience with ITIL or similar service management practices, or with a formal document-control or compliance framework. Experience migrating a knowledge base or service desk between platforms. Experience in an international organisation where processes may differ between departments. Familiarity with conversational or AI-assisted front doors, such as chat-based intake or self-service answers drawn from a knowledge base. Conditions We know that great talent deserves great conditions, so here’s what you can expect when joining us: EU-based employment contract and a 3-year Cyprus work visa with full support for your relocation and visa processes, including assistance for your family. EU passport. Opportunity to obtain an EU passport after 4 years of residence. Full relocation package: flights to Limassol for you and your family, a company-covered apartment for the first month, and full relocation support to make your move smooth and hassle-free. Transparent performance reviews twice a year, with bonus opportunities and salary adjustments. Private medical insurance for you and your family. Corporate mobile plan (unlimited in Cyprus with roaming included). Mindfulness & well-being support, including psychological assistance with 50% coverage. 50% coverage of school and kindergarten fees for your children. Fully covered sports benefits, and also access to in-house electric scooters and bike rentals. Provident fund (Cyprus): a long-term savings plan co-funded by you and the Company together (available after probation) that grows throughout your time with us in Cyprus. Professional growth support: language courses, conferences, training programs, and coaching. Peer recognition program: receive and share kudos for great work. A fully equipped office in Limassol’s city center, with everything you need for deep work and collaboration. Free breakfasts and lunches in the office and an in-house coffee bar with high-quality drinks and a health bar stocked with nutritious snacks. A strong engineering culture: international teams, corporate events, team buildings, and hackathons — because great work happens in great communities. Benefits are provided in accordance with the company’s policies and eligibility criteria. Recruitment process HR interview (40 min); Technical interview (1 hour); Final interview (1 hour); Recommendations check; Job Offer.