Product Analyst

At SysAid, we’re reimagining how IT Service Management (ITSM) works- with AI at the heart of everything we do. Our smart, seamless, and bold platform supports over 4,000 organizations in 140 countries, empowering 9 million users every day.

We’re looking for a Product Analyst to join our growing team. This is a foundational hire - you’ll be the first analyst in the product organization, building the function from the ground up. If you're passionate about product metrics, enjoy partnering cross-functionally, and thrive in high-impact roles, this one’s for you.

What You’ll Be Doing:

• Define and implement core product KPIs and success metrics that guide how squads measure feature success, product adoption, and long-term customer value.
• Partner closely with product managers to apply and interpret these metrics, identify tracking needs, and surface actionable insights — while serving as the go-to expert for product data and enabling PMs to make data-informed decisions.
• Collaborate with leadership to support business decisions, product strategy, and go-to-market planning through data-driven insights.
• Own the definition and implementation of product tracking in close partnership with R&D, ensuring scalable, accurate, and consistent data collection across the product.
• Build clear, intuitive dashboards and visualizations that highlight adoption, engagement, and customer behavior.
• Conduct deep-dive and ad-hoc analyses to uncover user behavior trends, identify opportunities, and guide prioritization.

Qualifications:

• 3+ years of experience in product analytics or data analysis, with a strong track record in SaaS and a deep understanding of product behavior, engagement, and user journeys.
• Deep understanding of KPIs, product metrics, and success criteria for evaluating product performance.
• Strong understanding of business impact — able to translate product data into actionable insights that drive customer value, revenue, and retention.
• Comfortable working across various data types: front-end events, backend services, and application database models.
• Advanced SQL skills with a solid understanding of relational databases (preferably MySQL).
• Proven experience in Power BI, including building dashboards, integrating multiple data sources, and using DAX for calculated metrics.
• Hands-on experience with product analytics tools such as Mixpanel, DataDog, Heap, or Amplitude.
• Excellent communication and collaboration skills, with the ability to clearly articulate insights to diverse stakeholders and work fluently in English (written and spoken).
• Proven ability to partner with R&D to define, implement, and validate tracking and data collection that supports accurate analysis.
• Experience working within Agile product development squads.

Why SysAid?

• Join an AI-first company where data and product thinking go hand in hand.
• Make your mark in a foundational, high-impact role.
• Collaborate with a passionate team of product managers, designers, engineers, and business leaders.
• Contribute to bold, meaningful products used by millions worldwide.
• Work in a fun, fast-paced, and professional environment that values autonomy, curiosity, and growth.