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Business Analyst / Product Analyst – E-commerce, Ticketing
HumanIT Digital Consulting. Define and improve customer service ticketing workflows .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in defining customer service workflows and integrating e-commerce platforms, with a strong focus on documenting functional requirements and collaborating with cross-functional teams. Proficient in mapping operational processes and ensuring go-live readiness.
Highest-signal resume keywords
Business AnalysisE-Commerce PlatformsCustomer Support SystemsJira DocumentationStrong Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business AnalysisProduct AnalysisProduct OwnershipWorkflow MappingFunctional Requirements Documentation
Soft Skills
Strong CommunicationOrganisational SkillsDelivery Focus
Tools & Technologies
JiraZendeskFreshdeskServiceNowShopifyMagento
Industry Keywords
Customer Service TicketingE-Commerce IntegrationOperational ProcessesService-Level Expectations
Tech Stack
Tools & technologiesMagentoServiceNow
About the role
Key responsibilities & impact- Define and improve customer service ticketing workflows
- Support the rollout and integration of an e-commerce platform with existing digital services
- Map processes and clarify ticket categories, routing rules, priorities and service-level expectations
- Document functional requirements and user stories in Jira
- Coordinate with delivery teams and vendors
- Contribute to testing and go-live readiness
- Work independently and collaborate with business, product and technology teams
Requirements
What you’ll need- 3–5 years of experience in Business Analysis, Product Analysis or Product Ownership
- Practical experience with e-commerce platforms such as Shopify or Magento
- Hands-on experience with customer support or ticketing systems such as Zendesk, Freshdesk, ServiceNow or Jira Service Management
- Ability to map operational processes, define workflows and ticket routing, and document functional requirements and user stories
- Experience with Jira and cross-functional stakeholders
- Strong communication, organisation and delivery focus
- Fluent English, C1 level or equivalent, required
- Availability to work remotely from Portugal for an initial three-month period
Benefits
Comp & perks- 15th month salary
- Health insurance covering your family
- Birthday off
- Mobility program for digital nomads
- Real work-life balance