Business Product Analyst

Introduction

For our Business Platform "Integral Planning & Control" (IP&C) within the "Data & Technology" (D&T) department, we are looking for a Business Process Analyst (BPA) to strengthen our team. As a BPA, you are not just a traditional business analyst, but also the product expert within the team and its tools. For the Hub Coordination Centre department, you will work on a vendor application that supports our hub in the turnaround process, taking an integrated approach. It is crucial that you identify and connect the various components within KLM ground operations to improve decision-making. You proactively propose improvements to further optimize the tools, with the goal of helping to shape the digital future of airline operations.

What are you going to do?

In general, the BPA supports the IT product team in realizing the maximum value potential of the product, which is used 24/7 by our operations to monitor our turnaround. You ensure that the product is built to the correct requirements, encourage user adoption, and facilitate changes in business processes. The BPA is responsible for analyzing the product’s impact in a measurable way. This is done by visualizing the future business process after the product is implemented and iteratively adjusting this design through close collaboration with (key) users. When a tool is already in use, the BPA identifies and resolves user dissatisfaction. Because BPAs work so closely with users, they are aware of their needs and pain points, putting them in a strong position to inspire the organization with opportunities for new products.

This means for this vacancy:

• Analyzing data needed for the aircraft turnaround process

• Drafting specifications for data exchange in a deeply integrated yet decoupled data landscape with our SaaS provider

• Supporting A-CDM (Airport Collaborative Decision Making) in our turnaround processes and tools

• Executing user acceptance testing

• Analyzing business impact

• Driving user adoption

Key general areas of responsibility for a BPA include:

• Facilitating change in business processes by understanding the current state

• Collecting, specifying, and prioritizing user requirements

• Supporting the Product Owner in feature prioritization by clarifying the expected user value of features

• Executing User Acceptance Testing to validate whether user acceptance criteria are met; assisting in business process testing

• Analyzing the business impact generated by the product using pre-defined KPIs and other business metrics in the product’s business case

• Executing necessary technical configurations to adapt a (vendor) application to user requirements

• Driving user adoption by uncovering user requirements, e.g., through product workshops, explanatory sessions, etc.

• Supporting other team members by taking over certain tasks

• Ensuring proper data management

Where do you land?

Due to the rapidly changing environment, KLM aims to become the most data- and technology-driven airline in the world. Changing the way we work, modernizing our technology stack and architecture, and positioning the right people within the Data & Technology organization are crucial to achieving this ambition. Business Platforms are at the heart of the D&T organization. They consist of product teams organized around KLM business processes: Flight, Ground, Integral Planning & Control (IP&C), HR, and Safety Security & Crisis Management.

This vacancy is within Business Platform IP&C. IP&C is responsible for developing flexible flight planning that allows us to fly where and when there is demand while balancing load factor and reliability, meeting our network promises, and reducing non-performance costs. Our advanced platform supports the business departments Network & Planning, Operations Control, and Hub Control with IT tooling to develop a robust yet flexible flight schedule and to optimize and monitor daily operations and disruptions. As a culturally diverse platform with a focus on innovation and continuous improvement, we strive for sustainable growth and success.

Your profile

We are looking for an enthusiastic and proactive BPA with the required knowledge and experience to understand and improve KLM’s business processes. You help us continuously enhance and maximize the value of our products.

Criteria:

• At least a higher vocational (HBO) education

• Socially skilled and approachable, able to clearly communicate complex information and build relationships

• Strong communication skills in English; Dutch is a plus

• Experience with (data) analysis techniques, databases, and data management principles; experience with operations research is a plus

• Experience in modeling business processes using techniques like BPMN and UML

In addition, you preferably are skilled in, or open to developing in:

• Identifying problems and inefficiencies in business processes and proposing appropriate solutions

• Gathering requirements and translating them into features

• Improving user acceptance by recognizing and addressing product-related issues

• Inspiring and motivating colleagues to develop and implement innovative methods

• Having a platform-wide vision on processes and interactions, proactively seeking and promoting synergies

• Creativity in suggesting problem-solving techniques and identifying new opportunities for process improvements

Competencies