SATIC: Product Service Analyst

PwC Careers Africa; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading consulting firm in Johannesburg is seeking a Product Service Analyst to bridge technology services and business users. The ideal candidate will possess a degree in IT or a related field, have experience in business analysis, and be familiar with Agile methodologies. Responsibilities include ensuring timely resolution of issues, acting as an advisor for product optimization, and overseeing the product lifecycle. This role requires strong analytical skills and a proactive approach to problem-solving.

Qualifications

• 2-3 years of experience in business analysis or a related role.
• Proficiency in creating clear documentation and analyzing processes.
• Understanding of digital technologies and trends.

Responsibilities

• Ensure timely resolution of user issues and maintain service reliability.
• Act as a trusted advisor to business users for product onboarding.
• Build technical expertise across core products and maintain documentation.
• Oversee the full product lifecycle, ensuring readiness for business needs.
• Monitor service health through KPIs and mitigate potential risks.
• Lead and manage project tasks applying project management principles.
• Analyze data for decision-making and generate actionable insights.
• Adhere to governance and compliance frameworks for product delivery.

Skills

Agile methodologies

Data analysis

Communication skills

Problem-solving

Documentation

Requirements elicitation

Design thinking

Education

Bachelor's degree / diploma in IT, Computer Science, Data Science

ITIL Foundations certification

Project management/business analysis certifications

Job description

Join PwC’s South Africa Technology & Innovation Centre (SATIC) as a Product Service Analyst within the Africa Tech team—a dynamic community of innovators and self-starters who thrive on change and the evolution of technology. In this pivotal role, you will serve as the critical link between technology services and business users, ensuring that products and support structures operate seamlessly and meet the evolving needs of the organization.

Minimum requirements

• Bachelor's degree / diploma in IT, Computer Science, Data Science, or a related technical field.
• Certifications in ITIL Foundations, project management or business analysis best practice and techniques are advantageous.
• 2-3 years of experience in business analysis or a related role

Technical skills requirements

• Familiarity with Agile methodologies and the software development lifecycle (SDLC)
• Ability to analyze complex data and processes.
• Strong verbal and written communication skills.
• Aptitude for identifying issues and proposing effective solutions.
• Proficiency in creating clear and concise documentation.
• Proficiency in requirements elicitation and documentation.
• Understanding of design thinking principles. Deep understanding of digital technologies, trends, and emerging innovations, with a passion for driving digital innovation and excellence.

Responsibilities

Service Delivery & Incident Management

• Ensure timely resolution of user issues and incidents within SLA, using structured processes and proactive problem analysis to maintain service reliability.

Stakeholder Engagement & Management

• Act as a trusted advisor to business users, evaluating requests to onboard new products or optimise existing ones, while maintaining strong service relationships.
• Develop training programs and provide ongoing support to stakeholders, ensuring smooth adoption and effective utilization of products and processes.

Technical Expertise & Product Knowledge

• Build deep technical and functional expertise across core products, maintaining knowledge assets and training support teams to ensure consistent service quality.
• Maintain comprehensive and up-to-date documentation of business requirements, process flows, and project deliverables to ensure transparency and continuity in Product Service Management.

Product Lifecycle & Testing

• Oversee the full product lifecycle, including rigorous testing and documentation, to ensure readiness and alignment with business needs.

Performance, Risk & Compliance

• Monitor service health through KPIs, ensure compliance with risk and security frameworks, and proactively identify and mitigate potential risks.

Project & Task Management

• Lead and manage tasks with foresight and discipline, applying project management principles to deliver strategic service initiatives and continuous improvement.

Data Analysis and Reporting

• Analyse data to support decision-making, monitor product progress, and generate actionable insights for stakeholders. Produce comprehensive reports that inform business decisions.

Governance and Compliance

• Ensure understanding and adherence to governance and compliance frameworks necessary for product delivery such as the Information Security Policy, Technology Risk Framework and other relevant regulatory requirements.