Product Service Analyst

Position Overview:As a Product Service Analyst within Africa Tech, you will be a critical link between technology services and business users, ensuring that products and support structures operate efficiently and meet evolving organisational needs. You will take ownership of service delivery, managing incidents and user issues within defined SLAs, while collaborating with Service Owners and Managers to implement strategic service initiatives. Your role spans the full product lifecycle—from testing and upgrades to root cause analysis and knowledge management—requiring both technical expertise and a proactive, user-focused mindset. By driving service excellence and continuous improvement, you will contribute to Africa Tech’s mission of delivering impactful, resilient technology solutions across the firm.Culture Vision Statement:Our Africa Tech and Digital team is a dynamic community of self-starters and innovators who embrace change and the constant evolution of technology. We are committed to creating an environment where curiosity thrives and creativity is celebrated. By leveraging AI-assisted tools and respecting diverse perspectives, we drive collaborative success while enhancing our collective knowledge and skills. We believe in the power of technology to transform and improve our processes, always seeking to challenge the status quo. Together, we work with urgency and empathy, united in our mission to create impactful solutions that benefit our firm and our clients.Key Responsibilities1. Service Delivery & Incident Management· Ensure timely resolution of user issues and incidents within SLA, using structured processes and proactive problem analysis to maintain service reliability.2. Stakeholder Engagement & Management· Act as a trusted advisor to business users, evaluating requests to onboard new products or optimise existing ones, while maintaining strong service relationships.· Develop training programs and provide ongoing support to stakeholders, ensuring smooth adoption and effective utilization of products and processes.3. Technical Expertise & Product Knowledge· Build deep technical and functional expertise across core products, maintaining knowledge assets and training support teams to ensure consistent service quality.· Maintain comprehensive and up-to-date documentation of business requirements, process flows, and project deliverables to ensure transparency and continuity in Product Service Management.4. Product Lifecycle & Testing· Oversee the full product lifecycle, including rigorous testing and documentation, to ensure readiness and alignment with business needs.5. Performance, Risk & Compliance· Monitor service health through KPIs, ensure compliance with risk and security frameworks, and proactively identify and mitigate potential risks.6. Project & Task Management· Lead and manage tasks with foresight and discipline, applying project management principles to deliver strategic service initiatives and continuous improvement.7. Data Analysis and Reporting· Analyse data to support decision-making, monitor product progress, and generate actionable insights for stakeholders. Produce comprehensive reports that inform business decisions.8. Governance and Compliance· Ensure understanding and adherence to governance and compliance frameworks necessary for product delivery such as the Information Security Policy, Technology Risk Framework and other relevant regulatory requirements.Qualifications and SkillsEducation· Bachelor's degree / diploma in IT, Computer Science, Data Science, or a related technical field.· Certifications in ITIL Foundations, project management or business analysis best practice and techniques are advantageous.· Experience: 2-3 years of experience in business analysis or a related role.Technical Skills· Familiarity with Agile methodologies and the software development lifecycle (SDLC)· Ability to analyze complex data and processes.· Strong verbal and written communication skills.· Aptitude for identifying issues and proposing effective solutions.· Proficiency in creating clear and concise documentation.· Proficiency in requirements elicitation and documentation.· Understanding of design thinking principles. Deep understanding of digital technologies, trends, and emerging innovations, with a passion for driving digital innovation and excellence.Soft Skills· Excellent communication and interpersonal skills to effectively engage with diverse stakeholders and promote a collaborative culture.· Strong analytical and problem-solving abilities, with attention to detail to ensure high quality deliverables.ConclusionAt PwC, our purpose is to build trust in society and solve important problems. As we navigate an increasingly complex world, we are dedicated to ensuring that the systems on which communities and economies depend can adapt and thrive. Each role within our organization contributes to this mission, reinforcing our commitment to high ethical standards and the importance of trust.Our five core values guide our actions and define who we are. They emphasize building trust through professionalism, ethical behavior, and a commitment to quality in all our interactions, whether with clients, colleagues, or the broader community. We respect privacy and confidentiality, and we strive for transparency in our operations, demonstrating care and integrity in our relationships.As part of our human-led, tech-powered approach, we empower our people through technology and foster an environment where speaking up is encouraged, and diverse perspectives are celebrated. By embodying these principles in our daily work, we can collectively drive impactful outcomes that resonate with our clients and society as a whole. Together, let's embrace our purpose and values to create meaningful change.The Product Service Analyst plays a critical role in ensuring that our technology services and products are effectively supported, optimised, and aligned with business needs. Your ability to manage service delivery, resolve complex issues, and collaborate with stakeholders will directly contribute to the success of Africa Tech’s service management goals. You will bring a consulting mindset to assess business requests, identify opportunities for improvement, and guide the onboarding or enhancement of products. A passion for service excellence, proactive problem-solving, and alignment with PwC’s purpose are essential to thrive in this role.