Business, Process and Data Analyst

In close collaboration with business units, identify, analyse and document business and IT system requirements.:
- Engage with user communities (e.g. Member States administrations, traders, internal users) to elicit needs and translate them into clear, testable and implementable requirements (user stories, use cases, acceptance criteria).:
- Facilitate the alignment of real-world business scenarios with system capabilities, ensuring traceability from policy intent to operational processes and digital features.:
- Support the development team in preparing functional specifications, clarifying requirements and managing refinements throughout the delivery lifecycle.:
- Contribute to the design and evolution of data models and information flows that meet business needs, including events, statuses and lifecycle transitions relevant to event-driven solutions.:
- Help model business processes and interactions for event-driven products (e.g. identifying key events, triggers, stakeholders, notifications, audit needs), without over-prescribing implementation choices.:
- Support requirements and design activities for mobile-enabled services, with particular focus on user journeys, usability, accessibility, and consistent user experience across channels.:
- Contribute to user experience definition by producing and maintaining artefacts such as journey maps, wireframes, screen flows and content/interaction notes, in coordination with UX and technical teams.
- Facilitate efficient communication, organisation and negotiation across policy, legal, business and technical stakeholders, ensuring shared understanding and timely decision-making.
- Ensure stakeholders remain aligned and informed throughout the project lifecycle via structured governance, documentation and workshop facilitation.
- Perform structured analysis of business workflows, service usage and feedback to identify inefficiencies, risks and optimisation opportunities.
- Translate operational and service data into business-relevant insights to support decision-making by managers and executives.
- Assess service performance and quality for internal and external users, ensuring service objectives are measurable and monitored.
- Act as a liaison between business users and technical teams to ensure service offerings align with user expectations, policy objectives and operational constraints.
- Define and monitor relevant metrics and KPIs to assess the effectiveness, usability and quality of business services and digital features.
- Implement lightweight, pragmatic service governance practices adapted to business environments (e.g. prioritisation, change control inputs, release readiness, service review).
- Support the definition and refinement of SLAs and OLAs for business-critical services, ensuring clarity of responsibilities across involved teams.
- Contribute to continuous improvement cycles by incorporating user feedback, usage metrics, incident/service request trends and lessons learned from releases.
- Engage business stakeholders to ensure analytical outputs, reporting and improvement actions remain aligned with operational goals and user needs.
- Present findings, options and recommendations clearly to both technical and non-technical audiences, supporting informed trade-offs.
- Support training, documentation and knowledge sharing across teams on processes, tools and best practices for requirements, service usage and user-centred improvements. KNOWLEDGE AND

SKILLS:
- Strong analytical and problem-solving skills, with the ability to translate policy and business needs into clear, implementable requirements (e.g. user stories, use cases, acceptance criteria) and actionable delivery items.
- Experience contributing to the design of digital services in operationally critical contexts, where solution quality, continuity, and correctness are essential.
- Demonstrated ability to work effectively in multi-stakeholder environments and drive convergence across different viewpoints (policy, legal, business and technical), including facilitation and negotiation skills.
- Working knowledge of ITSM principles and practices, particularly as applied to service quality, user support processes, incident/request trends, and continuous service improvement.
- Experience defining, using and monitoring service and product metrics (KPIs) and, where relevant, contributing to the definition/refinement of SLAs/OLAs and service performance reporting.
- Experience working with data and information concepts (data models, information flows, data quality considerations), with the ability to express business needs for reporting, analytics and operational monitoring.
- Familiarity with user-centred design principles, including the ability to define user journeys and usability requirements, and to collaborate effectively with UX and technical teams to deliver coherent user experiences across channels, including mobile.
- Practical understanding of even