Product Analyst II | Monitoring & Service Management

Product Analyst II

Job Summary:

The Product Analyst will be at the forefront of our efforts to enhance operational excellence. Working closely with the Monitoring team, you will dive deep into trending alert data to uncover insights and lead collaborative meetings with support teams and problem management. Your expertise will be crucial in identifying and driving process improvements across NOC areas, including Systems Management, Scheduling, and Network Operations. You'll play a key role in evaluating and optimizing notification services within MIR3 and Opsgenie, and analyzing monitoring, observability and service desk data to spearhead proactive and reactive problem resolutions. Join us in this vital position to significantly reduce system downtime, boost operational efficiency, enable proactive problem management, and elevate communication across our organization.

Primary Activities and Responsibilities:

• Conduct thorough research to understand customer needs and identify gaps and opportunities to inform product features.

• Analyze product usage data, customer feedback, and other data sources to extract actionable insights using tools such as ServiceNow, SQL, Excel, or data visualization platforms.

• Develop detailed representations of feature requirements using tools such as user personas, use cases, and process flows.

• Translate requirements into concise and actionable user stories from the end-user's perspective.

• Collaborate with the product team to brainstorm new features, define acceptance criteria, and regularly review and refine backlog items.

• Provide insights into the potential value and impact of features to help prioritize them based on their importance and alignment with business goals.

• Organize product backlog items, provide comprehensive descriptions, and develop any relevant documents, mockups, or wireframes.

• Link dependencies between backlog items and ensure all teams are aware of any prerequisites or interdependencies.

• Utilize reporting or analytics tools to generate reports and visualizations of backlog progress, forecasts, and other key metrics.

• Identify potential risks associated with the release plan and develop mitigation strategies. Provide regular updates on the status of Release Plans.

• Assist in developing business cases for new product initiatives, review working in progress, support proper testing and validation, and provide data-backed insights for prioritizing features.

• Identify opportunities and support improvements to overall product health to improve reliability and service quality.

Minimum Qualifications:

• Bachelor's Degree in Business, Information Technology, or a related field.

• 2 years of experience in product analysis or a related role.

• Proven track record of successful project and product management.

Equivalent Minimum Qualifications:

• High School Diploma/GED

• 4 years of experience in product analysis or a related role.

• Proven track record of successful project and product management.

Knowledge and Skills:

• Proficient in using SQL, Excel, and data visualization platforms.

• Demonstrated ability to adapt and apply several different best practices, and coach others within the area of product analysis.

• Ability to quickly identify patterns and intuitively solve problems based on vast knowledge.

• Expertise in understanding customer needs and business knowledge.

• Strong problem-solving skills to address obstacles, perform analysis, and develop effective strategies.

• Ability to prioritize tasks, manage potential bottlenecks or risks, and operate effectively in fast-paced environments.

• Excellent communication skills to engage internal and external stakeholders and ensure cross-functional alignment.

• Proactive and accountable approach to driving product success and continuous improvement.

Job Requirements:

• Work hours may vary in length and schedule (may include a nonstandard work week).