IT Product Analyst Contact Centre

7 days ago

Makati City, National Capital Region, Philippines Royal Caribbean Group Full time

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Direct message the job poster from Royal Caribbean Group.

Responsibilities:
  • Collaborate with stakeholders, including Contact Centre, Digital, Ecommerce, and IT Teams, to gather and document detailed business and technical requirements.
  • Analyse and translate business needs into clear and actionable user stories and functional specifications.
  • Assist the IT Product Owners in managing the product backlog, prioritizing tasks, and ensuring that the development team has a clear understanding of requirements.
  • Participate in sprint planning, daily stand-ups, and other agile ceremonies to support the development process.
  • Track and analyse product performance metrics to ensure that solutions meet business objectives and deliver value to users.
  • Create and maintain reports, dashboards, visualisations to communicate product performance and insights to stakeholders.
  • Develop and execute test plans and test cases to ensure that the products meet acceptance criteria and quality standards.
  • Coordinate and facilitate UAT sessions with stakeholders, gather feedback, and document any issues or enhancements.
  • Create and maintain comprehensive product documentation, including user guides, release notes, and training materials.
  • Provide training and support to users to ensure successful adoption and utilization of the product.
  • Remain current with business industry and operational trends in order to advise and advocate solution approaches for systems and applications to meet growing business needs.
  • Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
Qualifications:
  • Preferable to have a Bachelor's degree in Computer Science, Information Technology, Business Administration, or any related discipline.
  • 2-4 years experience in a product analyst, business analyst or related role, preferably within a contact centre or IT environment.
  • Proven experience in gathering and documenting business and technical requirements.
Experience and Skills:
  • Familiarity with contact centre technologies such as CRM systems, IVR, ACD, and related platforms.
  • Experience with agile methodologies and tools such as Scrum, Kanban, and Jira.
  • Proficiency in data analysis tools and techniques, including SQL and Excel.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
  • Ability to prioritise tasks, manage time effectively, and work in a fast-paced, dynamic environment.
  • Extensive knowledge and experience in the Travel / Hospitality industry.
  • Able to collaborate with persons at all levels of responsibility in the Information Technology and Corporate organisations.
  • Demonstrates ability to coordinate the analysis and problem solving of engineering problems with many individuals which results in consensus on solutions.
  • Effective Communicator. Your writing and speaking skills are clear, articulate, and effective, demonstrating your ability to interact with and be understood by all levels and various teams across the organization.
  • Collaborator and Business Liaison. You are united with teammates and follow through on commitments, so you are known as a trusted business partner and someone your teammates can count on.
  • Organized, Efficient, and Accountable. You have a keen eye for detail and pride yourself on delivering quality work. You multitask well, re-prioritize accordingly, and meet deadlines consistently. Above all, you are flexible and able to juggle the needs of changing priorities of the business, including managing multiple projects at once.
  • Passionate. Motivated. Eager to Learn. You are resourceful, ask smart questions, challenge the status quo, and regularly seek to understand.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Other
  • Industries: Business Consulting and Services
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