Product Analyst

Basys provides technology and payment integration solutions for businesses across the country and Canada. The Product Analyst is responsible for supporting the Product Management team by identifying and resolving merchant and partner issues, managing knowledge transfer for product updates, and acting as a liaison between technical teams and internal stakeholders.

What you'll do:

• Monitor CRM and Q&A channels to identify patterns in submitted issues and product-related inquiries
• Assist Product Owners in documenting feature changes and creating and maintaining internal and external training materials
• Manage and communicate with vendors in an assigned product lane to ensure technical issues and feature requests are understood and resolved
• Participate in sprint ceremonies, including Refinement, Planning, and Demos
• Lead or support meetings with Customer Experience to explain new functionality and address open questions
• Aggregate user feedback from multiple stakeholders and document findings for Product Owner review
• Provide first-line support in identifying whether tickets are product defects or user training gaps
• Support the development and maintenance of SharePoint, website, or CRM training content
• Assist in the creation and organization of FAQs and internal troubleshooting documentation
• Collaborate with vendors and internal users during product testing or validation cycles
• Assist in documenting known issues and workarounds during active releases
• To remain innovative and efficient, the use of AI is typical and expected within this role and at Basys

What they're looking for:

• Excellent communication and collaboration, both written and verbal
• Excellent problem-solving skills and use of judgment
• Accountability and Ownership
• Quality, Accuracy, and Attention to Detail
• A desire for continuous improvement and learning
• 1–2 years of experience in business analysis, customer support, or product documentation
• Bachelor's degree in Product Management, Business, Information Technology, Computer Science, or a related field is preferred
• Basic familiarity with Agile or Scrum methodology
• Knowledge of payment processing, software support, or CRM systems is a plus
• Proficiency in Microsoft Office Suite and CRM tools

Benefits:

• Hybrid schedule: up to 3 days per week may be worked remotely in accordance with the telecommuting policy