Business Analyst / Product Analyst (E-commerce & Ticketing) – Full Remote Portugal

ABOUT THE OPPORTUNITY

A well-established international healthcare organisation is looking for a Business Analyst / Product Analyst to support the rollout of an e-commerce platform and the design of a customer service ticketing solution.

This role will work closely with the Program Director and cross-functional teams, focusing on process definition, system integration, and operational setup across e-commerce and customer support domains.

PROJECT & CONTEXT

You will be involved in the implementation and integration of:

• An e-commerce platform (Shopify or similar, e.g. Magento)
• A customer service ticketing tool (e.g. Zendesk, Freshdesk, Jira Service Management)

These solutions will integrate with an existing digital healthcare platform.

Your main focus will be to:

• Define and structure ticketing workflows and processes
• Map customer service operations and ensure proper ticket routing
• Support the e-commerce setup from a business/process perspective

KEY RESPONSIBILITIES

• Gather and document business requirements from stakeholders
• Translate requirements into functional specifications and user stories (Jira)
• Define and implement ticketing workflows, including:
  • Ticket categorisation
  • Routing logic (assignment to correct teams)
  • SLAs and prioritisation rules
• Map and optimise customer service processes
• Support the setup and rollout of the e-commerce platform
• Coordinate with internal teams and external vendors
• Ensure alignment between business needs and system capabilities
• Support testing, validation, and go-live activities

WHAT WE'RE LOOKING FOR (Required)

• 3–5 years of experience as a Business Analyst, Product Analyst, or Product Owner
• Strong experience in e-commerce platforms (Shopify, Magento, or similar)
• Hands-on experience with ticketing/customer support tools (Zendesk, Freshdesk, ServiceNow, Jira Service Management, etc.)
• Proven experience in defining workflows, processes, and system setups
• Experience writing user stories and working with Jira
• Ability to work across business and technical teams
• Strong stakeholder communication skills
• Fluent English (C1)

NICE TO HAVE

• Experience in customer service operations or support environments
• Background in digital health or regulated environments
• Experience working with external vendors
• Familiarity with Agile methodologies

PROFILE SUMMARY

We are looking for someone who is:

• Strong in process design and workflow definition
• Comfortable working with ticketing systems and customer support operations
• Experienced in e-commerce environments
• Hands-on, structured, and able to drive execution