Title: Support/Product Analyst
Location: London (Hybrid) - 3 days a week
Salary: £45-50k + Benefits
Sponsorship: Not Available
Main responsibilities:
Product Analysis & Design
- Work with the CPO to understand business and user requirements, and translate them into structured system specifications.
- Document process flows, system behaviour, data models, and integration points to support the development teams' understanding of proposed changed.
- Produce clear, concise, and version-controlled documentation including:
- User stories and acceptance criteria
- Process flows and wireframes
- Identify dependencies, risks, and technical considerations early in the delivery process
Customer Support & Product Insight:
- Act as a second-line escalation point for complex customer queries that require product knowledge or investigation.
- Translate support trends into product improvements or enhancements.
- Ensure customer feedback and operational pain points are incorporated into the product backlog and prioritisation discussions.
- Help maintain strong product knowledge within the support function.
Collaboration & Delivery:
- Liaise with developers to clarify requirements and support solution validation during development.
- Ensure enhancements are delivered in line with scope, schedule, and product intent.
- Provide structured feedback to the CPO and CTO on product performance, support trends, and delivery outcomes.
- Champion continuous improvement in documentation, support processes, and release practices.
Essential Skills & Requirements:
- Proven experience in Business Analysis, Product Ownership, or Systems Analysis.
- Strong understanding of software development lifecycles (Agile/Kanban preferred).
- Experience translating business requirements into technical documentation.
- Strong analytical and problem-solving skills.
- Excellent communication skills with the ability to translate between business and technical audiences.
- Ability to analyse complex issues and identify root causes.
- Experience working with ERP, finance systems, or business software requirements.
Key Attributes:
- Curious and analytical mindset.
- Customer-focused approach to problem solving.
- Structured and detail-oriented.
- Comfortable working across technical and business teams.
- Ability to priorities competing demands in a fast-moving environment.