Product Specialist

Role Description

Provide support on technical issues requiring in-depth debugging and expertise in production software applications. Train users in need of assistance. Perform tests on new application code and application maintenance. Deploy software upgrades to users.

Role Objectives: Delivery

Troubleshoot, resolve and report technical issues faced by end users with production software applications. Provide support for users in need of assistance with utilizing the functions and features of the application. Monitor the implementation and testing of code, application maintenance and upgrade deployment. Document user experiences and needs to suggest fixes, improvements and feature additions to the application development team.

Role Objectives: Interpersonal

Build relationships with business teams to develop open communications channels to quickly resolve issues. Support the development team in testing of possible bugs and new feature implementations. Engage with key application users to determine ways to improve on application functionality and processes. Maintain contact with application support colleagues to discuss open issues, share information and balance workload.

Role Objectives: Expertise

Demonstrate proficiency with support and reporting tools, incident management and issue analysis. Develop knowledge of application back-end query tools and scripting languages to support monitoring and proactive issue identification. Study application development languages to enable real-time debugging of application issues. Learn the business functions and processes supported by the application state for business units.

Qualifications and Skills

Recommended years of experience: 0

Additional Requirements