As part of the Product team, you will work with Product Managers on various projects and/or live products to assist with project related tasks and/or deliverables, 2nd Level Application Support, application training and product administration.

KEY RESPONSIBILITIES:

• Assisting Product Managers in completing deliverables: prioritizing requests, reviewing

User stories and/or business requirement documentation created by Business Analyst, aid in the development of product roadmaps and creating various documentation in support of a product including training material.

• Creating/updating documentation for end-users as well as IT Support and development teams to understand the product and the business facing issues the application is addressing.

• Gathering analytics & metrics regarding app performance and usage to improve user experience and adoption.

• Support user-testing activities and provide feedback to Product Managers.

• Assist Product Manager in providing 2nd Level Application Support - triage issues and working with various teams and/or vendors to resolve issues.

• Developing and maintaining working relationships with lines of business and ensuring communication is customer focused and professional.

REQUIREMENTS:

• Technical aptitude and the ability to learn company systems, with high proficiency in Microsoft Office applications.

• Ability to obtain working knowledge of an application's capabilities to the extent that most user questions can be answered without consulting a Developer, Product Manager etc.

• Interest in the principles of Product Management and becoming a Product Manager.

• The ability to effectively collaborate with various teams by establishing strong business relationships with cross-functional partners (i.e. support teams, project management, business relationship managers, business stakeholders, to name a few).

• Ability to synthesize various data, learnings, and research to articulate the most important and actionable insights.

• Ability to communicate key features and benefits of an application consistently across the organization.

• Excellent soft skills (active listening and the ability to empathize with the user base).

• The ability to adapt quickly.

• Investigation & diagnostic skills.

• Acceptance of ownership for assigned tasks.

• 2-3 years of customer service experience preferably supporting various products and/or projects that have released a new application to the business.

• Computer Information Systems, Computer Science or Business degree is a strong plus.

• Knowledge of Project Management tools like Workfront, Jira, and DevOps is a strong plus.

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