Job Description:

IT Senior Product Analyst | hybrid | Guararema

The IT Senior Product Analyst plays a critical role in bridging the gap between business needs and product delivery. This position involves analyzing business processes, gathering and defining product requirements, and ensuring the successful delivery of products and services that meet strategic objectives. The IT Senior Product Analyst works closely with cross-functional teams, including product managers, developers, and business stakeholders, to drive product enhancements and optimize service delivery.

In addition, this role operates within an IT Service Management (ITSM) framework, ensuring that product delivery and operational activities align with established service management practices. The candidate is expected to follow ITIL principles, supporting standardized processes such as incident, change, and problem management, while promoting continuous service improvement and operational excellence.

Key Responsibilities:

• Requirement Gathering & Analysis:Collaborate with business stakeholders to collect, analyze, and document detailed product and service requirements. Translate business needs into clear, actionable specifications.

• Product Delivery Coordination:Support and coordinate product delivery activities, ensuring alignment with business goals, timelines, and quality standards. Facilitate effective communication between business units and technical teams.

• Process Improvement & ITSM Alignment:Identify opportunities for process optimization across the product delivery and service lifecycle. Recommend and implement improvements aligned with ITSM frameworks and ITIL continuous improvement practices.

• Stakeholder Management:Act as a liaison between business units, IT teams, and external vendors. Manage expectations and provide regular updates on product delivery and service performance.

• Data Analysis & Reporting:Utilize data analytics to monitor product and service performance, identify trends, and support data-driven decision-making. Prepare reports and dashboards for senior management and operational governance.

• Risk & Issue Management:Proactively identify risks and issues related to product delivery and service operations. Support mitigation planning and escalation processes, ensuring alignment with ITIL practices, including incident, problem, and change management.

• Documentation & Training:Maintain comprehensive documentation of business processes, product features, service workflows, and operational procedures in accordance with ITSM standards. Support training initiatives for end-users and internal teams.

Required Skills & Qualifications:

• Proven experience with ITIL and in business analysis, product management, or related roles within service delivery environments.

• Strong understanding of product lifecycle management and agile delivery methodologies.

• Excellent analytical, problem-solving, and critical-thinking skills.

• Proficiency in data analysis tools (e.g., Excel, BI platforms) and the ability to interpret complex datasets.

• Effective communication and interpersonal skills to engage diverse stakeholders.

• Ability to manage multiple priorities and work under tight deadlines.

• Familiarity with relevant industry standards and compliance requirements.

• Experience with project management tools and documentation software.

• Advanced English proficiency (written and spoken) is required.

What are we looking for?

• Strong experience working within ITSM environments following ITIL practices

• Proven ability to translate business requirements into product or service delivery outcomes

• Experience collaborating with cross-functional teams across business and IT organizations

• Nice-to-have: experience with Service Now or similar ITSM platforms

• Nice-to-have: proven ITIL certification (e.g., ITIL Foundation or higher)

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.

• Join a purpose-driven company, where we’re striving to build the world we want tomorrow, today.

• A strong focus on learning and development support from day one, including access to our in-house Mars University.

• An industry-competitive salary and benefits package, including company bonus.

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