Why this role exists:
The Associate Merchandise Process Analyst is responsible for improving how Commercial teams work and access the information they need. The role establishes Confluence as the trusted source of Commercial process, policy and ways of working content, ensuring information is clearly structured, easy to find, appropriately controlled and kept current.
The role also analyses and improves merchandise processes, translating business needs into practical process, system and automation improvements. It ensures changed ways of working are documented, tested, communicated and embedded so that improvements result in greater consistency, reduced manual effort and stronger operational control
Where you will make a difference:
In this role you will:
Commercial Knowledge Management and Governance:
Establish and maintain Confluence as the trusted source of Commercial process, policy and ways of working information.
Define and apply content standards, templates, ownership requirements and review cycles.
Ensure published content is accurate, current, clearly owned and appropriately approved.
Monitor content health and coordinate the review or removal of outdated, duplicated and unowned information.
Maintain a clear distinction between Confluence as the Commercial knowledge platform and SharePoint as the repository for controlled documents and records.
Content Structure and Migration:
Assess and prioritise Commercial content for migration from existing intranet sites, shared drives and other repositories.
Design practical knowledge spaces, page hierarchies, navigation structures, templates and metadata.
Structure complex process and policy information so it is clear, searchable and easy to use.
Coordinate content migration, validation and publication with process and content owners.
Maintain links between knowledge pages and controlled source documents without unnecessary duplication.
Merchandise Process Analysis and Improvement:
Engage process owners, subject matter experts and users to understand current merchandise processes and operational issues.
Document processes, decision points, roles, controls and system interactions using appropriate process mapping methods.
Identify manual effort, duplication, redundant activities, unclear accountabilities and control gaps.
Develop practical recommendations that improve process consistency, productivity and usability.
Document agreed future ways of working and support their implementation across affected teams.




Review completed improvements to confirm that the expected operational benefits have been delivered and sustained.
Process and Platform Improvements:
Identify opportunities to simplify merchandise processes, reduce manual activity and strengthen process controls.
Document process needs and user requirements to support workflow or platform improvements.
Support the assessment and prioritisation of Confluence, SharePoint and related workflow enhancements.
Participate in user acceptance testing, issue resolution and implementation readiness for approved changes.
Update process documentation, procedures and user guidance following system or workflow changes.
Contribute Commercial process knowledge to broader business and technology initiatives where required.
Adoption and User Enablement:
Develop procedures, user guides, templates and supporting materials for new or changed ways of working.
Deliver onboarding, training and practical guidance for content owners and platform users.
Ensure process and platform changes are clearly communicated to affected teams.
Provide day to day support for content, access, navigation and process enquiries.
Gather user feedback and adoption insights to improve content, processes and the platform experience.
Champion consistent use of approved processes and knowledge platforms across Commercial teams.
Who you will be working with:
Commercial Leadership and Content Owners: Partner with Commercial leaders and Category Management teams to prioritize process documentation, establish content ownership, and drive knowledge-sharing habits.
Technology and Compliance Partners: Work closely with Technology and Data, Information Security, Risk, and Records Management teams to coordinate permissions, technical support, and records compliance.
Communications and Change Partners: Collaborate with Internal Communications and Change management teams to align training methods, change messaging, and adoption initiatives.
External Support Partners: Act as the functional point of contact for Atlassian (Confluence) and Microsoft (SharePoint) support partners to resolve system issues and track platform updates
What success looks like:




Content Currency and Migration: High percentage of priority Commercial process content successfully migrated, structured, and maintained under active review cycles.
User Adoption and Engagement: High monthly active Confluence user rates and sustained platform engagement across all Commercial teams.
Information Governance and Storage: Measurable shift toward Confluence for process knowledge and SharePoint for controlled document storage, reducing uncontrolled local file storage.
Operational Velocity and Satisfaction: Improved user satisfaction ratings and reduced time spent by team members searching for critical process information.
Demonstrates behaviours aligned to Officeworks values, contributing to a respectful, inclusive and high-performing culture.
How you will lead:
Individual Contributor:
Lives our Officeworks values and behaviours
Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behaviour
Operates in line with applicable Officeworks company policies and Code of Conduct
Demonstrates a strong sense of personal accountability and curiosity to learn and develop
Contributes to an inclusive and respectful environment where diverse perspectives are valued and everyone feels safe to speak up and belong
Qualifications and work experience:
Essential:
Education: Relevant tertiary qualification in Business, Knowledge Management, Communications, Information Systems or a related discipline (or equivalent practical process and knowledge management experience).
Experience: 35+ years of experience in process analysis, knowledge management, business analysis, or change adoption roles.
Technical Mastery: Hands-on experience implementing, administering, or championing enterprise knowledge platforms such as Confluence and SharePoint.
Domain Expertise: Strong knowledge of information architecture, process documentation standards, page templating, metadata design, and content governance.
Information Governance: Understanding of document lifecycle management, version control, searchability optimization, and records management principles.
Preferred:
Certification or formal training in Confluence, SharePoint, business analysis, project delivery, change management or process improvement would be advantageous.
Retail or merchandise process experience is desirable but equivalent experience in another operationally complex workplace is acceptable.

📌 Associate Merchandise Process Analyst (Bengaluru)
🏢 Officeworks
📍 Bengaluru