Analyst, Product IT

POSITION SUMMARY:

 

The Product Analyst is responsible for supporting and enhancing software to ensure that features and functionality align with business stakeholder expectations. Tasks include communicating with business stakeholders, configuring user system access and permissions, investigating and resolving business problems and incident tickets, prioritizing business requests, gathering business requirements, authoring documentation, performing manual system testing, and supporting software production releases. This role requires strong interpersonal and teamwork skills. The Product Analyst collaborates with various roles from Delivery, Product, Engineering, Architecture, Infrastructure, and Security teams to define and implement product features.

 

This specific position will work with CRM Sales and Service applications used by Call Centers and ships, such as Siebel and Salesforce.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

• Serve as a liaison between business stakeholders and IT product development teams.
• Investigate and solve software application problems working with IT product teams and all relevant stakeholders.
• Perform manual testing to ensure system features and functions work as expected.
• Apply analytical skills to develop and concisely present functional solutions that are flexible enough to meet stakeholder needs.
• Gather and document business requirements and expectations.
• Document business and system workflows.
• Identify and document cross team dependencies to prevent impediments and foster collaboration.
• Author user stories with sufficient details and acceptance criteria.
• Groom the product team backlog.
• Remain current with industry and operational trends to advise and advocate software solutions to meet growing business needs.
• Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

 

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COMPETENCIES:

Demonstrates proficiency, experience, and understanding of the core competencies outlined below.

 

Software Product Support

• Able to categorize the severity of incident tickets and service requests.
• Prioritizes and completes incident tickets, service requests, and other assignments in order of business impact.
• Documents support processes and procedures.
• Describes common system problems and suggests process improvements.

 

Software Product Management

• Solicits and summarizes software user feedback and experiences.
• Participates in designing software solutions.
• Participates in creating functional product requirements documents.
• Identifies and executes relevant software testing methods.
• Participates in product launch planning and execution.

 

Customer Empathy

• Acts as the voice of the customer for the software’s internal business users.
• Understands how business user and guest satisfaction is important to the successful delivery of software solutions.
• Focuses activities on developing and maintaining positive business user relationships.

 

Software Product Business Knowledge

• Strong knowledge of the primary business functions and uses of the software product.
• Explains major product functions in detail using appropriate business language.
• Strong knowledge of key business contacts and functional software variations for each location globally.
• Participates in defining and conducting functional user acceptance tests.

 

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QUALIFICATIONS:

 

REQUIRED EXPERIENCE AND SKILLS:

• Knowledge of CRM software for Sales and Service functions (Siebel or Salesforce preferred)
• Experience with Cruise Line, Hospitality, and/or Call Center industries
• Knowledge of IT business analysis concepts, tools, best practices, and procedures
• 3 years of software business analysis experience in a large company including requirements definition and documentation
• 3 years of software testing experience for enterprise-wide applications including writing test scripts and performing manual QA
• Knowledge of software development lifecycle methodologies such as waterfall and agile
• Competent with documentation and presentation software applications such as MS Office, JIRA, Confluence, Visio, and PowerPoint
• Competent with issue and workload tracking software applications such as Jira,