Product Analyst

The Product Analyst is responsible for analyzing market trends and device product performance to inform strategic decision-making within the organization. This role collaborates with cross-functional teams to gather business requirements, assess processes, deliver data-driven recommendations, and enhance product offerings and lifecycle workflows.

Responsibilities

• Perform device lifecycle product activities for PC, Mobile and Print including procurement, system design, inventory management, logistics, and disposal.
• Bring innovation through ideation, pilot and implementation of new products and services in PC, Mobile and Print product streams.
• Enhance business value of ITSDX products by automating provisioning and logistics processes.
• Serve as the subject matter expert for ITSDX service and product leads, HQ and CO TS Staff.
• Configure vendor systems in support of automated B2B transactions, automated delivery receipt confirmation, and relevant data feed from vendor systems into WBG systems.
• Create and manage modern inventory management processes for PC, Mobile and Print.
• Creation and enhancement of XLA based product satisfaction criteria, management and issue remediation.
• Escalate systematic blockers promptly as necessary to ensure high productivity and compliance with delivery commitments.
• Write and update standard operation procedures for relevant products and services.
• Identify and resolve complex productivity blockers and streamline operations with a special focus on automation and efficiency gains.
• Demonstrate innovative thinking for product and process enhancement, together with usable test scenarios and measurable outcomes.
• Thrive while working under pressure in a busy environment, and dealing sensitively in a multi-cultural environment, all while building effective working relations with clients and colleagues.

Requirements

• Bachelor’s or Master’s degree with 2 years of experience or equivalent combination of education and experience (for example, in the IT field: Bachelor’s Degree with a minimum of 1 year of related work experience).
• Experience in Windows and PC, iOS and iPhones, iPadOS and iPads, Print systems. MacOS experience is a plus.
• Experience in request, problem, and incident management systems, inventory management, vendor relationship management, data scrubbing and related analytics.
• Proficiency in written and verbal communication, focused on customer service and conflict resolution.
• Ability to diagnose and resolve complex problems independently, as well as in collaboration within a team.
• Proficiency with IT service management platforms such as ServiceNow.
• Proficiency with Microsoft 365 applications.
• Excellent customer service, technical, and analytical skills.
• Sharp focus on product vision.
• Experience with the SAFe Lean-Agile Framework.
• Flexible availability, including weekends and public holidays to meet operational demands.

Skills

• Windows
• iOS
• iPadOS
• Print Systems
• MacOS
• Request Management
• Problem Management
• Incident Management
• Inventory Management
• Vendor Relations Management
• Data Scrubbing
• Data Analytics
• ServiceNow Experience
• MS Office 365
• Customer Service
• Conflict Resolution
• Technical Troubleshooting
• Analytical Skills
• Product Vision Definition
• SAFe Lean-Agile Framework