Case Standards Product Analyst – Global Case Management

Enfint; Lisboa; Presencial; EUR 55 000 - 85 000; Tempo integral

Resumo da oferta

Cronos Europa Portugal, the Lisbon delivery centre of Cronos Europa, is seeking a Product/Process Analyst to map current case handling practices across markets and identify deviations from the global standard.

You will translate principles into precise workflow specifications, support testing, and help market teams adopt the new standards. The role offers a six-month assignment, extendable up to three years, with office presence in Lisbon. Travel to Germany is possible.

Qualificações

• Proven experience as Product/Business/Process Analyst in a service or customer operations environment.
• Experience mapping current states and defining target states.
• Ability to write precise functional specifications or operating procedures.

Responsabilidades

• Map current case handling practices across markets and identify deviations from the global standard.
• Analyse data such as resolution times and escalation patterns to quantify impact.
• Define workflow specifications including case types, statuses, escalation paths, and closure criteria.
• Write acceptance criteria and support testing of changes before release.
• Assist Product Manager for Case Standards with analysis and trade-offs.
• Prepare materials for market readiness and enable teams to apply standards.

Conhecimentos

Product Analyst

Business Analyst

Process Analyst

Requirement gathering

CRM knowledge

Ferramentas

Salesforce Service Cloud

ServiceNow

Power BI

SQL

Descrição da oferta de emprego

Cronos Europa Portugal, the Lisbon delivery centre of Cronos Europa, is seeking a Product/Process Analyst to map current case handling practices across markets and identify deviations from the global standard.

You will translate principles into precise workflow specifications, support testing, and help market teams adopt the new standards. The role offers a six-month assignment, extendable up to three years, with office presence in Lisbon. Travel to Germany is possible.