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Job Details

Staff Product Specialist (Technology Product Manager) (144547)

GA - Atlanta Corporate

  • Date Posted: Nov 18, 2020
  • Travel: None
  • Functional Area: Technology
  • Position Type: Full Time
  • Relocation Provided: No

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Position Description:

 Top Requirements

  • 5+ years’ experience developing and improving the Portfolio Management (PPM) processes
  • 3+ years’ experience in strategy, product and project delivery; engaging stakeholders and developing efficient processes  
  • Recent experience in managing full product life cycle; customer/user requirements, value prioritization, and Agile/SCRUM product delivery
  • Knowledge of enterprise Information Technology, Software Engineering and User Experience
  • Strong entrepreneurial spirit, communication skills and motivation for results

Infrastructure seeks to continually improve service for it’s customers by providing an experience which efficiently connects its plans with the delivery of its objectives. The Portfolio Services team leverages a collaborative interface for the planning strategies, assets, objectives and projects, by which the organization can then deliver and communicate with its customers and stakeholders. This is accomplished leveraging a suite of products which empower its leadership to manage the business, in a streamline and efficient manner. Role Purpose: the Staff Product Support Specialist performs a critical function, fulfilling responsibilities which prioritize, coordinate, and implement opportunities for improving the Strategy and Delivery governance processes. This is accomplished by engaging with customers, product teams, and software engineering in a product management capacity, identifying opportunities to improve the process. The candidate will posess knowledge of enterprise Information Technology (infrastructure specifically), portfolio project management (PPM) and modern development. The ideal candidate will embody entrepreneurial spirit, be an agent of visionary change and demonstrate high motivation for results.

The processes / products contained within this role include:

  • Age of the Fleet – software and hardware asset age and renewal

  • Strategy Initiatives – intake and prioritization of value objectives, aligned to strategies

  • Delivery Progress – project status of in flight initiatives

Key Responsibilities

Strategy and Planning:

  • Represents the voice of the customer and stakeholders; conduct end user research, collaborating with internal and external stakeholders to understand needs

  • Translates vision of the Product Owner into goals and initiatives; asses value, determine MVP, prioritize work and sequence

  • Evaluate research and market analysis; recommend the best solutions and ensure that products remain or become best in class

Support & Enablement:

  • Responsible for ensure the products deliver value; prioritize, and continually weigh the competing factors of our objectives, limited resources, and demands from various stakeholders

  • Business & technical savvy translate requirements when interacting with diverse teams

  • Coordinate the requirements for collection of business intelligence to support the product; real-world user data, customer feedback, and performance metrics

Delivery & Execution:

  • Perform Product Manager responsibilities for the applications; set the feature list, priorities for development and acceptance

  • Enable change by defining needs and recommending solutions that deliver value to stakeholders

  • Participate in advanced troubleshooting (technical & user). Provide prioritization based on tangible benefits and/or user experience 

  • Receives questions and challenges from customer teams directly; troubleshoots issues, recommends solutions, escalates accordingly  

Administration & Learning:

  • Collaborate with other Portfolio Services product leads to promote and standardize product management processes

  • Coordinate with development team the creation of documentation for end users, product acceptance and KBs / training


25% - Support & Enablement:

Participates in advanced troubleshooting and drives resolution
Interfaces with business stakeholders and IT teams to elicit problem details
Addresses technical issues both synchronously and asynchronously; escalates accordingly

30% - Delivery & Execution:

Provides after hours, overnight, and weekend on-call support
Provides advanced support for VP level and above
Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate
Develops requirements and specifications for project and product lifecycles
Identifies diagnostic utilities to aid in troubleshooting
Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
Identifies process and systems improvements that drive quality within the team
Acts as a role model for maintaining relationships with site leadership

5% - Administration & Operations:




Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Must be legally permitted to work in the United States

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 3 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Preferred Qualifications:

Extensive experience as a ServiceNow Business Analyst/Product Owner, managing ServiceNow intake
Experience in driving critical P1/P2 outages in the ServiceNow environment
Experience building and maintaining a strong relationships
Experience managing a backlog and day-to-day priorities of an agile development team
Experience in IT Service Management
Expertise in developing and enhancing knowledge database and team training documentation
Proficient in analyzing trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness
Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
Familiarity with SQL
ITIL Certification is preferred

Knowledge, Skills, Abilities and Competencies:

Being Resilient: Rebounding from setbacks and adversity when facing difficult situations

Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences <br

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.