Technical Product Analyst

Key Responsibilities

• Evaluate business requirements and assess feasibility within the ESM platform.
• Audit current processes for gaps, inefficiencies, and improvement opportunities.
• Translate business needs into technical solution options, workflows, forms, and process recommendations.
• Provide pre-development design guidance to ensure alignment with platform capabilities and standards.
• Closely work with developers to clarify functionality, logic, data needs, and system impacts.
• Support the Product Owner/PMO Manager in shaping and maintaining the ESM product roadmap.
• Prioritize backlog items based on value, feasibility, and resource availability.
• Document user stories, acceptance criteria, and high-level functional designs.
• Ensure consistency, scalability, and reuse across ESM workflows and modules.
• Partner with Intake Coordinators to evaluate incoming requests for completeness and clarity.
• Identify when requests require process redesign versus simple configuration updates.
• Recommend solution paths and help determine the right delivery approach (config, enhancement, integration, or process change).
• Support coordination with PMs, BAs, and SMEs to align understanding before build.
• Act as a liaison between technical teams and business units, ensuring both sides understand constraints, opportunities, and proposed solutions.
• Support workshops, working sessions, and technical discovery discussions.
• Provide guidance to BAs and PMs on the technical implications of scope changes or requirements decisions.
• Test and validate solutions to ensure they meet functional intent and align with documented requirements.
• Participate in user acceptance testing (UAT) planning and defect triage.
• Ensure delivered solutions are consistent with platform standards and best practices.

Requirements

• 5+ years in business analysis, technical analysis, product analysis, or a similar hybrid role.
• Experience with ITSM/ESM platforms (e.g., TeamDynamix, ServiceNow, Jira Service Management, etc.).
• Strong understanding of workflow design, form logic, data mapping, and system configuration principles.
• Ability to understand technical constraints and translate them into business-friendly explanations.
• Demonstrated ability to evaluate business requirements and recommend solution options.
• Excellent communication skills with the ability to collaborate across business and technical teams.
• Strong analytical skills with experience documenting user stories, acceptance criteria, and functional designs.
• Ability to identify process bottlenecks and propose practical improvements.

Preferred Qualifications

• Experience in higher education, public sector, or customer service operations.
• Familiarity with Agile, Scrum, or hybrid project delivery methods.
• Exposure to automation, workflow orchestration, or integration tools.
• Experience working within a PMO or product organization.
• Understanding of ITIL or service management principles.