Product Analyst

<div class="WordSection1"> <h1 style="text-align:justify;"><span lang="en-us" style="font-size:18px;" xml:lang="en-us">Product Analyst – Job Description </span></h1><p class="MsoBodyText" style="margin-top:0.45pt;margin-right:0cm;margin-bottom:0.0001pt;margin-left:0cm;text-indent:0cm;"><b><span lang="en-us" style="font-size:18px;" xml:lang="en-us"> </span></b></p><p class="MsoBodyText" style="margin-top:2.55pt;margin-right:6.15pt;margin-bottom:0.0001pt;margin-left:5pt;text-indent:0cm;"><span lang="en-us" xml:lang="en-us"><span style="font-size:18px;">The role requires an individual who takes ownership to resolve customer issues and responds appropriately.</span></span></p><p class="MsoBodyText" style="margin-top:0.05pt;margin-right:0cm;margin-bottom:0.0001pt;margin-left:0cm;text-indent:0cm;"><span lang="en-us" style="font-size:18px;" xml:lang="en-us"> </span></p><h1 style="line-height:13.75pt;"><span lang="en-us" style="font-family:'Liberation Sans Narrow', sans-serif;" xml:lang="en-us"><span style="font-size:18px;">MAJOR</span><span style="font-size:18px;">DELIVERABLES</span></span></h1><p class="MsoListParagraph" style="line-height:14.65pt;"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Resolving tickets received from clients within defined</span><span style="font-size:18px;">SLA</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Coordinate with developers for the issues received in tickets to fix it for</span><span style="font-size:18px;">clients</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Follow up with other teams on the issues which require code change and inform</span><span style="font-size:18px;">the</span></span></p><p class="MsoBodyText" style="margin-left:5pt;text-indent:0cm;"><span lang="en-us" xml:lang="en-us"><span style="font-size:18px;">clients accordingly</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Coordinate with US team to get input on</span><span style="font-size:18px;">tickets</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Regularly reviews incidents</span><span style="font-size:18px;">logged</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Uses technical understanding to question and resolve issues raised by</span><span style="font-size:18px;">clients.</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Ensures all calls logged are clearly written so that any team member can understand</span><span style="font-size:18px;">the</span></span></p><p class="MsoBodyText" style="margin-left:5pt;text-indent:0cm;"><span lang="en-us" xml:lang="en-us"><span style="font-size:18px;">issue.</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Takes day to day responsibility for resolving issues through CRM</span><span style="font-size:18px;">tool.</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Understands and executes against agreed processes for implementing</span><span style="font-size:18px;">fixes/changes.</span></span></p><p class="MsoListParagraph" style="margin-top:0cm;margin-right:26.2pt;margin-bottom:0.0001pt;margin-left:5pt;text-indent:0cm;"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Provides regular client and internal communication on assigned activity and incidents - highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support</span><span style="font-size:18px;">Manager.</span></span></p><p class="MsoListParagraph" style="margin-top:0.05pt;"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Escalates to Team Leader/Support Manager when there are resource conflicts, or</span><span style="font-size:18px;">when</span></span></p><p class="MsoBodyText" style="margin-left:5pt;text-indent:0cm;"><span lang="en-us" xml:lang="en-us"><span style="font-size:18px;">SLA's are at risk of not being met.</span></span></p><h1><span lang="en-us" style="font-size:18px;" xml:lang="en-us">Skills & Experience (Essential)</span></h1><p class="MsoListParagraph" style="margin-top:0cm;margin-right:22.95pt;margin-bottom:0.0001pt;margin-left:5pt;text-indent:0cm;"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Experience on Oracle or Microsoft SQL server database - Certification preferred but not must</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Client interaction exposure</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Good communication skills, Verbal and Written both, is a</span><span style="font-size:18px;">MUST</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Please note that this role works on a rotational / US shifts and</span><span style="font-size:18px;">weekends</span></span></p><h1><span lang="en-us" style="font-size:18px;" xml:lang="en-us">Skills & Experience (Desirable)</span></h1><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Able to share ideas with the team and</span><span style="font-size:18px;">self-confident.</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Go-getter and solution-oriented personality</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Very quick learner and keen to learn new</span><span style="font-size:18px;">things</span></span></p></div><p><span lang="en-us" style="font-size:12pt;font-family:Carlito, sans-serif;" xml:lang="en-us"><br clear="all" /></span></p><h1 style="margin-top:2.95pt;"><span lang="en-us" style="font-size:18px;" xml:lang="en-us">Personal attributes</span></h1><p class="MsoListParagraph" style="margin-top:0cm;margin-right:28.75pt;margin-bottom:0.0001pt;margin-left:5pt;text-indent:0cm;"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of</span><span style="font-size:18px;">working</span></span></p><p class="MsoListParagraph" style="line-height:14.65pt;"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Willing to work in a fast paced, dynamic</span><span style="font-size:18px;">environment</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Ability to communicate both internally and</span><span style="font-size:18px;">externally</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Ability to multi-task, work under pressure and to tight</span><span style="font-size:18px;">deadlines</span></span></p><p class="MsoListParagraph"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Positive ‘can-do’ attitude, team</span><span style="font-size:18px;">player</span></span></p><p></p><p class="MsoListParagraph" style="margin-top:0.05pt;"><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">•</span><span style="font-size:18px;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-size:12pt;" xml:lang="en-us"><span style="font-size:18px;">Efficient and</span><span style="font-size:18px;">Proactive</span></span></p>