Business, Process and Data Analyst - Deadline 02/02/26

•      In close collaboration with business units, identify, analyse and document business and IT system requirements.

•      Engage with user communities (e.g. Member States administrations, traders, internal users) to elicit needs and translate them into clear, testable and implementable requirements (user stories, use cases, acceptance criteria).

•      Facilitate the alignment of real-world business scenarios with system capabilities, ensuring traceability from policy intent to operational processes and digital features.

•      Support the development team in preparing functional specifications, clarifying requirements and managing refinements throughout the delivery lifecycle.

•      Contribute to the design and evolution of data models and information flows that meet business needs, including events, statuses and lifecycle transitions relevant to event-driven solutions.

•      Help model business processes and interactions for event-driven products (e.g. identifying key events, triggers, stakeholders, notifications, audit needs), without over-prescribing implementation choices.

•      Support requirements and design activities for mobile-enabled services, with particular focus on user journeys, usability, accessibility, and consistent user experience across channels.

•      Contribute to user experience definition by producing and maintaining artefacts such as journey maps, wireframes, screen flows and content/interaction notes, in coordination with UX and technical teams.

•      Facilitate efficient communication, organisation and negotiation across policy, legal, business and technical stakeholders, ensuring shared understanding and timely decision-making.

•      Ensure stakeholders remain aligned and informed throughout the project lifecycle via structured governance, documentation and workshop facilitation.

•      Perform structured analysis of business workflows, service usage and feedback to identify inefficiencies, risks and optimisation opportunities.

•      Translate operational and service data into business-relevant insights to support decision-making by managers and executives.

•      Assess service performance and quality for internal and external users, ensuring service objectives are measurable and monitored.

•      Act as a liaison between business users and technical teams to ensure service offerings align with user expectations, policy objectives and operational constraints.

•      Define and monitor relevant metrics and KPIs to assess the effectiveness, usability and quality of business services and digital features.

•      Implement lightweight, pragmatic service governance practices adapted to business environments (e.g. prioritisation, change control inputs, release readiness, service review).

•      Support the definition and refinement of SLAs and OLAs for business-critical services, ensuring clarity of responsibilities across involved teams.

•      Contribute to continuous improvement cycles by incorporating user feedback, usage metrics, incident/service request trends and lessons learned from releases.

•      Engage business stakeholders to ensure analytical outputs, reporting and improvement actions remain aligned with operational goals and user needs.

•      Present findings, options and recommendations clearly to both technical and non-technical audiences, supporting informed trade-offs.

•      Support training, documentation and knowledge sharing across teams on processes, tools and best practices for requirements, service usage and user-centred improvements.

KNOWLEDGE AND SKILLS:

•      Strong analytical and problem-solving skills, with the ability to translate policy and business needs into clear, implementable requirements (e.g. user stories, use cases, acceptance criteria) and actionable delivery items.

•      Proven experience applying business analysis methods and process modelling techniques (e.g. BPMN or equivalent), including requirements elicitation, prioritisation, traceability, and change impact analysis.

•      Experience contributing to the design of digital services in operationally critical contexts, where solution quality, continuity, and correctness are essential.

•      Demonstrated ability to work effectively in multi-stakeholder environments and drive convergence across different viewpoints (policy, legal, business and technical), including facilitation and negotiation skills.

•      Working knowledge of ITSM principles and practices, particularly as applied to service quality, user support processes, incident/request trends, and continuous service improvement.

•  ��   Experience defining, using and monitoring service and product metrics (KPIs) and, where r