Senior IT Product Analyst

Mars; Guararema; Híbrido; BRL 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Mars University access

Industry-competitive salary and bonus

Learning and development support

Resumo da oferta

Mars is seeking an IT Senior Product Analyst to bridge business needs and product delivery within a hybrid work setup in Guararema. You will guide service management, ITIL-aligned processes and the DevOps mindset across global stakeholders.

The role focuses on CRM-related products and ITSM practices while collaborating with product managers, developers, and business units.

Qualificações

• Strong knowledge/experience in service management practices.
• Experience working within Agile methodologies (Scrum/SAFe or similar).
• Excellent communication skills and strong command of English.

Responsabilidades

• Manage demand from the business, including incidents, requests and major changes.
• Collaborate on transformational programs from design through go-live with a Service Introduction role when needed.
• Oversee service management with 3rd party vendors and uphold SLAs, availability and performance metrics.
• Oversee development activities with vendors and ensure development metrics meet standards.
• Translate business requirements into technical IT solution specs and ensure high customer satisfaction.

Conhecimentos

Service management

Agile methodologies

Communication skills

English proficiency

Descrição da oferta de emprego

IT Senior Product Analyst | hybrid | Guararema

The IT Senior Product Analyst plays a critical role in bridging the gap between business needs and product delivery. This position involves analysing business processes, gathering and defining product requirements, and ensuring the successful delivery of products and services that meet strategic objectives. The IT Senior Product Analyst works closely with cross-functional teams, including product managers, developers, and business stakeholders, to drive product enhancements and optimize service delivery. The IT Senior Product Analyst provides functional and technical expertise in Service Management Operations, focused primarily on CRM products, involved in and/or leading on design, development, deployment, further evolution and support of products to business users

This position will always be searching for better and quicker delivery of value back to our customers, based on Agile and DevOps ways of working and mindsets. This role will be part of a global team based in various hub sites. In addition, this role operates within an IT Service Management (ITSM) framework, ensuring that product delivery and operational activities align with established service management practices. The candidate is expected to follow ITIL principles, supporting standardised processes such as incident, change, and problem management, while promoting continuous service improvement and operational excellence.

What will be your key responsibilities?

• Manage the demand with the business (CIPs, projects, major incidents, special requests), including address Escalation of incidents/requests/problems/demands from business


• Involvement on transformational programs/projects to provide functional and technical expertise, collaborating with since the design until go live of products, including Service Introduction role when needed


• Service management with 3rd Party vendors based on role model operational excellence, with overall accountability on the metrics for service (SLAs. Availability, performance, etc)


• Development management with 3rd Party vendors based on role model development excellence, with overall accountability on metrics for development


• Strong collaboration with business to translate business functional requirements into actual practical and working IT solution specifications and assuring high level of satisfaction from the customers


• Manage and execute technical design, development, and configuration activities for Financial Operations products and services


• Identify and develop automation opportunities across the business processes and internal processes


• Identify, propose and develop improvements for product and services as part of Problem Management process


• Document solutions developed according to the defined rules in place, to assure global supportability


• Participate and collaborate on a Community of Practices related to his functional and technical areas


• Assist with change management activities, including releases and production slots.


• Work with global stakeholders across all business segments from business operations to director level.

Key Skills

• Strong service management knowledge/experience (an ITIL-type certification would be a plus but is not mandatory).


• Experience working within an Agile methodology/environment (Scrum, SAFe, or similar) - not certification-dependent, just practical experience.


• Good communication skills and good English, given the volume of cross-segment and vendor meetings.


• IT application experience is a "nice to have" but explicitly not mandatory, since the application itself is vendor-supported SaaS.

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.


• Join a purpose-driven company, where we’re striving to build the world we want tomorrow, today.


• A strong focus on learning and development support from day one, including access to our in-house Mars University.


• An industry-competitive salary and benefits package, including company bonus.