Product Support Analyst

Location: London (Hybrid) - 3 days a week

Sponsorship: Not Available

Product Analysis & Design

• Work with the CPO to understand business and user requirements, and translate them into structured system specifications.
• Document process flows, system behaviour, data models, and integration points to support the development teams' understanding of proposed changed.
• Produce clear, concise, and version-controlled documentation including:
• User stories and acceptance criteria
• Process flows and wireframes
• Identify dependencies, risks, and technical considerations early in the delivery process

• Act as a second-line escalation point for complex customer queries that require product knowledge or investigation.
• Translate support trends into product improvements or enhancements.
• Ensure customer feedback and operational pain points are incorporated into the product backlog and prioritisation discussions.
• Help maintain strong product knowledge within the support function.
• Liaise with developers to clarify requirements and support solution validation during development.
• Ensure enhancements are delivered in line with scope, schedule, and product intent.
• Provide structured feedback to the CPO and CTO on product performance, support trends, and delivery outcomes.
• Champion continuous improvement in documentation, support processes, and release practices.
• Proven experience in Business Analysis, Product Ownership, or Systems Analysis.
• Strong understanding of software development life cycles (Agile/Kanban preferred).
• Experience translating business requirements into technical documentation.
• Strong analytical and problem-solving skills.
• Excellent communication skills with the ability to translate between business and technical audiences.
• Ability to analyse complex issues and identify root causes.
• Experience working with ERP, finance systems, or business software requirements.

• Curious and analytical mindset.
• Customer-focused approach to problem solving.
• Structured and detail-oriented.
• Comfortable working across technical and business teams.
• Ability to priorities competing demands in a fast-moving environment.