product analyst for 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

Описание

Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group, a technology federation with more than 9,000 professionals and 500+ competence centres across Europe. It delivers application development, architecture, and IT operations for major European organisations as an integrated nearshore extension of client teams. The Case Standards product standardises customer case handling across markets through guidance, workflows, documentation, and unified service expectations for after-sales teams.

Задачи

• Map current case handling practices across markets and service lines and identify deviations from the intended global standard; Analyse case data, including resolution times, reopen rates, escalation patterns, and documentation completeness, to identify where the standard is failing or being bypassed; Quantify the operational impact of proposed standards before rollout, including changes for agents and handling-time costs; Produce root-cause analyses when case quality metrics deteriorate; Translate case handling principles into precise workflow specifications covering case types, mandatory fields, status models, escalation paths, and closure criteria; Define case documentation standards that make cases readable and actionable across markets; Specify service expectations for each case type and the conditions under which they change; Write acceptance criteria and support testing of case management changes before release; Support the Product Manager for Case Standards with analysis, options, and trade-offs; Track adoption of standards by market and identify whether gaps are caused by training or design; Prepare materials that enable operational teams in each market to understand and apply the standards without a translation layer; Handle market queries and turn recurring questions into permanent improvements to the standard or its documentation.

Требования

• Proven experience as a Product Analyst, Business Analyst, or Process Analyst in a service, contact centre, or customer operations environment; Experience mapping current states, defining target states, and specifying the difference; Experience writing precise functional specifications or operating procedures used by teams; Knowledge of case lifecycles, status models, escalation, SLAs, and quality measurement; Ability to turn quantitative operational data into recommendations rather than reports; Professional working proficiency in English; Minimum 5 years of experience in an analyst role, including at least 2 years in service operations, contact centre, or customer care; Nice to have: Experience with CRM or case management platforms such as Salesforce Service Cloud or ServiceNow, BPMN or Lean or Six Sigma, quality management or quality assurance frameworks in a service organisation, SQL or Power BI, multi-market or multi-country programmes, automotive or manufacturing or large-scale B2C service organisations, additional European languages particularly German.

Условия

Minimum 6-month assignment, extendable up to 3 years; Start date: 1 September 2026; Attractive salary package; Good work-life balance environment; Tailor-made training courses according to individual needs; Occasional travel to Germany is likely; Office presence required at least 3 days per week in Lisbon.