The Staff Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes.
Staff Product Support Specialists understand cross-functional, complex initiatives and have the ability to identify, quantify and implement process and system improvements through the use of technology.
Staff Product Support Specialists coordinate with business stakeholders to align on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams.
This role also sets standards within the Product Support Team and mentors team members based on knowledge and skill gaps. The Staff Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
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
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
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.
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.