Product Analyst
On-siteWeybridge, England, United Kingdom
Job Summary
Gather and document detailed business and technical requirements for Global Contact Centres and Trade Sales channels. Translate needs into actionable user stories, functional specifications, and process flows while conducting business process reviews and design assessments. Support the full delivery lifecycle by managing product backlogs, participating in agile ceremonies, and executing test plans to validate contact centre and sales platform configurations. Provide first- and second-line operational support for assigned software applications, prioritizing resolutions based on business impact and SLAs. Create performance dashboards, maintain comprehensive documentation, and deliver training to drive user adoption across partner-facing and internal teams.
Required Qualifications
- A bachelor's degree in Computer Science, Information Technology, Business Administration or a related discipline
- 2–4 years' experience in a product analyst, business analyst or systems analyst role
- Demonstrable experience gathering and documenting business and technical requirements
- Experience across software development and testing lifecycle, including customer software support, troubleshooting and system testing
- Familiarity with contact centre technologies such as CRM systems, IVR, ACD and related platforms
- Knowledge of the Travel and Hospitality industry and its distribution channels
- Experience with agile methodologies and tools such as Scrum, Kanban and Jira
- Proficiency in data analysis tools and techniques, including SQL and Excel
- Familiarity with JIRA platform and incident management / ITSM platforms
- Understanding of business process reviews, use cases and process flows
- Strong analytical, logical problem-solving and methodical process-driven skills
- Effective communicator. Clear, articulate writing and speaking skills, able to interact with and be understood at all levels and across varied teams
- Collaborator and business liaison. Follows through on commitments and is known as a trusted business partner, able to work with people at all levels of responsibility across IT and the wider organisation
- Able to coordinate analysis and problem-solving across many individuals and reach consensus on solutions
- Organised, efficient and accountable. A keen eye for detail, able to multitask, re-prioritise and consistently meet deadlines while managing several projects at once
- Able to work under pressure and to tight deadlines, with a sense of urgency to satisfy the customer
- Passionate, motivated and eager to learn. Resourceful, asks smart questions, challenges the status quo and regularly seeks to understand
- Flexible and adaptable to change, with experience working in an international environment
Desired Qualifications
- A business degree is acceptable where the candidate has a strong technical background
- Exposure to trade or B2B sales systems — partner CRM, enquiry and case management, or sales and commission reporting
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