10 days old

Staff Product Support Specialist- Field Services Management

Atlanta, GA 30308
JobTitle: Staff Product Support Specialist- Field Services Management
Job ID: 362757_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:
POSITION PURPOSE

Infrastructure seeks to continually improve service for it’s customers by providing an experience which efficiently provides service management process efficiency and compliance This is accomplished leveraging a suite of products which empower its customers to manage services, 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 Compliance and Delivery of governance processes for change, configuration, incident and knowledge management. This is accomplished by engaging with customers, product teams, infrastructure teams and software engineering in a product management capacity, identifying opportunities to improve the product. The candidate will possess knowledge of enterprise Information Technology (infrastructure specifically), IT Infrastructure Library (ITIL) and modern development. The ideal candidate will embody entrepreneurial spirit, be an agent of visionary change and demonstrate high motivation for results.

An integrated suite of product offerings to deliver IT Service Management to the field. These include Incident Management, Asset Management, Knowledge Management, My Store Health and Field Captain Dashboards.

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; assess 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 objectives, limited resources, and demands from various stakeholders
    • Business & technical savvy translate requirements when interacting with diverse teams; contribute to user interface (UX) design
    • Maintain the Service Management development road map; articulate the ‘why’ to various stakeholders and maintain basis of evidence

      Delivery & Execution:

      • Perform Product Manager responsibilities for the application; 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 ServiceNow Architect and other Portfolio Services product leads to promote and standardize processes
        • Coordinate with development team the creation of documentation for end users, product acceptance and KBs / training
        • Participate and contribute to learning and advancement of Product Management processes, to improve cross team communication

          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:

Categories

Posted: 2020-10-16 Expires: 2020-11-15

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Home Depot, Inc.
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