IT Product Analyst | 3 Months | Inside IR35
Job Description
As the Product Analyst, you will be leading activities with Product Owners and delivery teams to translate customer needs into high level technical specifications, design and development of recommended systems, working in an Agile manner to deliver business outcomes and value.
Liaising between, and reporting to, internal stakeholders, system integrators and platform vendors including developers and testers is a key part of your role.
You will need to develop product understanding of a multichannel contact centre solution (CCaaS) both on a functional and technical level. You will also need to develop a deep understanding of the Customer Services connections process and user journeys.
Pre-Requisites
- Experience working either as a Product Analyst, Systems Analyst, Technical Business Analyst, or similar role
- Experience of a multichannel contact centre solution (CCaaS) such as Genesys Cloud, NICE CX One, Amazon Connect or Content Guru
- Experience with Oracle CX SaaS products
- Experience of Customer Services business processes
- Excellent business acumen with the ability to make informed decisions based on cost/benefit analysis
Desirable
- Passionate about working on Digital Transformation projects and interested in technology trends
- Keep up to date with industry standards
Collaboration
- Work collaboratively and develop relationships with business users at different levels of the organisation to document user needs and solution specifications
- Work closely with developers, testers, and various end users to ensure technical compatibility and user satisfaction
- Liaise and collaborate with colleagues, system integrators and platform vendors
- Work with the Architecture team to ensure aligned view on future state architecture
Responsibilities
- Develop product understanding of a multichannel contact centre solution (CCaaS) both on a functional and technical level. Also, develop deep understanding of the Customer Services connections process and user journeys
- Make recommendations for developing new and existing products and keep up to date with product roadmaps and releases
- Map and document interfaces and integrations between systems or products
- Lead on work alongside the Product Owner to clarify user needs, to plan implementation and to answer queries through the development process as well as understanding and prioritising conflicting needs
- Assess impacts and lead the design activities for business processes to accommodate the use of the solution
- Plan, prioritise, manage, execute and evaluate analysis work across product lifecycle
- Utilise software development lifecycle, refine product backlog, and build roadmaps
- Oversee product development and configuration of solutions to be deployed
- Build integration plans and test plans and support with the definitions of testing
- Supervise testing schedules for completed systems or products
- Provide manuals and guides of a new system or product to end users
ersg are an equal opportunities employer; we are committed to promoting equality of opportunity for all job applicants. We do not discriminate against applicants on the basis of age, sex, race, disability, pregnancy, marital status, sexual orientation, gender reassignment or religious background; all decisions are based on merit.
