Global Routing Standards Product Analyst

Luza Tecnologia; Lisboa; Presencial; EUR 32 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Food ticket

Health insurance

Certification vouchers

Work-life balance

Referral program

Birthday off

Give back day

Resumo da oferta

Luza Tecnologia is seeking a versatile Business Analyst to analyze routing requirements, document rules, and define workflows across CRM and after-sales service operations. You will collaborate with product and delivery teams to validate routing standards and support rollout activities.

The ideal candidate has hands-on experience in CRM, case management or contact centers, strong analytical skills, and excellent documentation and communication.

Qualificações

• Experience documenting rules, workflows and requirements clearly.
• Strong understanding of customer service operations or after-sales support.
• Comfortable working with Agile teams, product backlogs and user stories.

Responsabilidades

• Analyze routing requirements and market-specific needs across after-sales support channels.
• Document business rules, routing logic, case classification criteria and assignment scenarios.
• Support Product Managers in refining backlog items, acceptance criteria and process flows.
• Collaborate with stakeholders and delivery teams to validate routing standards and feasibility.
• Prepare analysis materials and process artefacts to support governance and rollout activities.
• Contribute to testing, adoption support and continuous improvement of routing capabilities.

Conhecimentos

Analytical skills

Documentation skills

Communication skills

Agile familiarity

Ferramentas

Salesforce

Descrição da oferta de emprego

Luza Tecnologia is seeking a versatile Business Analyst to analyze routing requirements, document rules, and define workflows across CRM and after-sales service operations. You will collaborate with product and delivery teams to validate routing standards and support rollout activities.

The ideal candidate has hands-on experience in CRM, case management or contact centers, strong analytical skills, and excellent documentation and communication.