Job Description

About Xerox Holdings Corporation For more than 100 years, Xerox has continually redefined the workplace experience. XIT Staffing, a division of Xerox dedicated to staffing solutions, is committed to collaborating closely with our internal clients to fulfill their staffing needs.

Our client, in higher education is seeking a Technical Product Analyst to serve as the functional and technical bridge between business analysts, the enterprise service management development team, project managers, and operational stakeholders. This role evaluates business requirements, identifies process inefficiencies, and recommends technically sound approaches that leverage the capabilities of the Enterprise Service Management platform, as well as supports other project efforts under the responsibility of the Customer Engagement business division.

The Technical Product Analyst ensures incoming requests are clearly understood, feasible, properly scoped, and aligned with best practices from intake through development, testing, release, and post‑implementation review. In partnership with the PMO Manager, Development Lead, and other key functional areas, this role supports development prioritization by assessing effort, value, risk, and platform impact to help sequence work effectively and set realistic delivery expectations.

Throughout the delivery lifecycle, the Technical Product Analyst strengthens solution quality, reduces rework, and improves delivery efficiency by operating at the intersection of business analysis, technical solution design, product governance, and continuous improvement. This role also helps ensure implemented solutions are clearly documented, meet intended outcomes, and evolve appropriately based on stakeholder feedback and operational insight.

Responsibilities

Key Responsibilities

ESM Solution Analysis & Technical Evaluation

• Review business requirements and evaluate feasibility within the ESM platform.
• Assess current processes for gaps, inefficiencies, and improvement opportunities.
• Translate business needs into technical solution options, workflows, forms, and process recommendations.
• Provide pre‑development design guidance to ensure alignment with platform capabilities and standards.
• Work closely with developers to clarify functionality, logic, data needs, and system impacts.

Product Ownership & Roadmap Support

• Support the Product Owner/PMO Manager in shaping and maintaining the ESM product roadmap.
• Help prioritize backlog items based on value, feasibility, and resource availability.
• Document user stories, acceptance criteria, and high-level functional designs.
• Ensure consistency, scalability, and reuse across ESM workflows and modules.

Intake & Requirements Quality Assurance

• Partner with Intake Coordinators to evaluate incoming requests for completeness and clarity.
• Identify when requests require process redesign versus simple configuration updates.
• Recommend solution paths and help determine the right delivery approach (config, enhancement, integration, or process change).
• Support coordination with PMs, BAs, and SMEs to align understanding before build.

Cross-Functional Collaboration

• Act as a liaison between technical teams and business units, ensuring both sides understand constraints, opportunities, and proposed solutions.
• Support workshops, working sessions, and technical discovery discussions.
• Provide guidance to BAs and PMs on the technical implications of scope changes or requirements decisions.

Testing, Validation & Quality

• Support QA by validating that solutions meet functional intent and align with documented requirements.
• Participate in user acceptance testing (UAT) planning and defect triage.
• Ensure delivered solutions are consistent with platform standards and best practices.

Role Impact

This role fills a critical gap between requirements and technical solutioning, ensuring:

• Higher quality solutions leveraging technical insight and project management skills
• Reduced development rework
• Stronger collaboration and improved process alignment
• Faster intake-to-delivery cycles

Qualifications

Required Skills & Qualifications

• 5+ years in business analysis, technical analysis, product analysis, or a similar hybrid role.
• Experience with ITSM/ESM platforms (e.g., TeamDynamix, ServiceNow, Jira Service Management, etc.).
• Strong understanding of workflow design, form logic, data mapping, and system configuration principles.
• Ability to understand technical constraints and translate them into business-friendly explanations.
• Demonstrated ability to evaluate business requirements and recommend solution options.
• Excellent communication skills with the ability to collaborate across business and technical teams.
• Strong analytical skills with experience documenting user stories, acceptance criteria, and functional designs.
• Ability to identify process bottlenecks and propose practical improvements.

Preferred Qualifications

• Experience in higher education, public sector, or customer service operations.
• Familiarity with Agile, Scrum, or hybrid project delivery methods.
• Exposure to automation, workflow orchestration, or integration tools.
• Experience working within a PMO or product organization.
• Understanding of ITIL or service management principles.