Mercedes-Benz

Product Analyst

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Job Title\: IT Product Analyst – Operations & Process Optimization

Role Overview


We are seeking a driven IT Product Analyst with strong operations experience to support day-to-day product performance, improve operational workflows, and enhance efficiency across support teams. You will analyze issues, optimize processes, and collaborate closely with product, engineering and support teams.

Key Responsibilities

Operational Excellence & Process Optimization

  • Serve as the central contact for product-related operational issues and escalations.
  • Support teams with incident analysis, bug validation, and troubleshooting.
  • Track operational KPIs to detect trends impacting performance or user experience.
  • Maintain accurate SOPs, workflows, and knowledge documentation.
  • Identify process gaps and design simplified, efficient workflows and SOPs.
  • Lead automation and continuous improvement initiatives using Lean/Six Sigma practices.

Data Insights & Reporting

  • Analyse incident and operations data to identify recurring issues and root causes.
  • Create clear dashboards and reports for leadership and cross-functional teams.
  • Provide insights that improve product reliability, usability, and support effectiveness.

Cross-Functional Collaboration

  • Partner with Product, Engineering, DevOps, and Support teams to resolve issues and align priorities.
  • Communicate operational feedback to influence product improvements.
  • Deliver training or walkthroughs on updated processes and tools.

Mandatory Skills

  • Strong analytical and problem-solving abilities
  • Proficiency in process modelling and documentation (e.g., Signavio)
  • Excellent communication and stakeholder-management skills
  • Working knowledge of Agile; SAFe preferred
  • Understanding of Lean Six Sigma or similar process-improvement methodologies
  • Advanced skills in Excel, PowerPoint, and reporting

Good-to-Have Skills

  • Experience with data-visualization tools (Tableau/Power BI)
  • Knowledge of ServiceNow
  • Exposure to RPA or AI-driven optimization
  • Understanding of DevOps concepts