Product Analyst: Case Standards

Luza Tecnologia; Lisboa; Presencial; EUR 40 000 - 55 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Food ticket

Health insurance

Training vouchers

Work-life balance initiatives

Referral program

Birthday off

Give back day - enjoy a day to give"

Resumo da oferta

Luza Tecnologia is seeking a Business Analyst to help define and implement global case standards for consistent, high-quality case handling across markets. You will document workflows, requirements, and acceptance criteria, and collaborate with product, business and technology teams in an Agile delivery environment.

The role focuses on translating service expectations into operational standards, identifying gaps, and supporting rollout readiness and continuous improvement across after-sales

Qualificações

• Experience as a Business Analyst, Product Analyst, Functional Analyst or similar role in customer service, CRM, case management or operational process environments.
• Strong ability to map processes, document requirements and translate service expectations into operational standards.
• Good understanding of case lifecycle management, service quality, documentation practices and customer-focused resolution processes.
• Comfortable collaborating with product, business and technology teams in an Agile delivery environment.
• Structured, detail-oriented and able to communicate clearly with international stakeholders.

Responsabilidades

• Analyze current and target case handling processes across markets, services and after-sales support functions.
• Document case workflows, case documentation standards, interaction principles, quality expectations and operational guidance.
• Support Product Managers and stakeholders in translating case standards into clear requirements, backlog items and acceptance criteria.
• Identify gaps, dependencies and improvement opportunities in case management processes and documentation practices.
• Collaborate with business, operations, training and delivery teams to support adoption of standardized case handling practices.
• Contribute to testing, rollout readiness and continuous improvement of case standards.

Conhecimentos

Process mapping

Requirements gathering

Agile delivery

Stakeholder communication

CRM knowledge

Ferramentas

Salesforce

Descrição da oferta de emprego

Support the definition and implementation of global case standards that enable consistent, high-quality case handling through clear guidance, structured workflows and unified service expectations.

Key Responsibilities

• Analyze current and target case handling processes across markets, services and after-sales support functions.
• Document case workflows, case documentation standards, interaction principles, quality expectations and operational guidance.
• Support Product Managers and stakeholders in translating case standards into clear requirements, backlog items and acceptance criteria.
• Identify gaps, dependencies and improvement opportunities in case management processes and documentation practices.
• Collaborate with business, operations, training and delivery teams to support adoption of standardized case handling practices.
• Contribute to testing, rollout readiness and continuous improvement of case standards.

Required Profile

• Experience as a Business Analyst, Product Analyst, Functional Analyst or similar role in customer service, CRM, case management or operational process environments.
• Strong ability to map processes, document requirements and translate service expectations into operational standards.
• Good understanding of case lifecycle management, service quality, documentation practices and customer-focused resolution processes.
• Comfortable collaborating with product, business and technology teams in an Agile delivery environment.
• Structured, detail-oriented and able to communicate clearly with international stakeholders.

Nice to Have

• Experience with Salesforce or similar CRM platforms.
• Experience in contact center environments, customer engagement platforms or after-sales support operations.
• Knowledge of automotive industry processes, international rollout projects or multi-market standardization initiatives.
• Food ticket
• Health insurance
• Training and access to certification vouchers
• Work-life balance initiatives
• Referral program
• Birthday off
• Give back day - enjoy a day to give back to society!