Support/Product Analyst

Title: Support/Product Analyst Location: London (Hybrid) - 3 days a week Salary: £45-50k + Benefits Sponsorship: Not Available Main

responsibilities:

Product Analysis &amp; Design Work with the CPO to understand business and user requirements, and translate them into structured system specifications.<br />Document process flows, system behaviour, data models, and integration points to support the development teams' understanding of proposed changed.<br />Produce clear, concise, and version-controlled documentation including:<br />User stories and acceptance criteria<br />Process flows and wireframes<br />Identify dependencies, risks, and technical considerations early in the delivery process Customer Support &amp; Product Insight: Act as a second-line escalation point for complex customer queries that require product knowledge or investigation.<br />Translate support trends into product improvements or enhancements.<br />Ensure customer feedback and operational pain points are incorporated into the product backlog and prioritisation discussions.<br />Help maintain strong product knowledge within the support function. Collaboration &amp; Delivery: Liaise with developers to clarify requirements and support solution validation during development.<br />Ensure enhancements are delivered in line with scope, schedule, and product intent.<br />Provide structured feedback to the CPO and CTO on product performance, support trends, and delivery outcomes.<br />Champion continuous improvement in documentation, support processes, and release practices. Essential Skills &amp;

Requirements:

Proven experience in Business Analysis, Product Ownership, or Systems Analysis.<br />Strong understanding of software development lifecycles (Agile/Kanban preferred).<br />Experience translating business requirements into technical documentation.<br />Strong analytical and problem-solving skills.<br />Excellent communication skills with the ability to translate between business and technical audiences.<br />Ability to analyse complex issues and identify root causes.<br />Experience working with ERP, finance systems, or business software requirements. Key Attributes: Curious and analytical mindset.<br />Customer-focused approach to problem solving.<br />Structured and detail-oriented.<br />Comfortable working across technical and business teams.<br />Ability to priorities competing demands in a fast-moving environment