Job Title: Software Product Specialist

 

Summary

The Software Product Specialist is part of an agile development team, building and working with enterprise grade software systems on top of the Microsoft .NET development stack. Working hand in hand with the Development Operations (DevOps) department assisting in planning, implementing and evaluating development projects. Will serve as the main point of contact between the business unit and the DevOps team to document feature requests, defect reports and training opportunities. 

 

Required Education and Experience

  • High School Diploma/GED or a combination of education and experience that would enable performance of the full scope of the position
  • 1 year of related technical experience
  • Proficiency with MS Office products (Outlook, Word, Excel) and related software
  • Proficiency with technical software documents (Read, write, update)

 

Preferred Education and Experience

  • Bachelor’s degree in related field
  • 3 or more years of related technical experience
  • Advanced Proficiency with MS Office products (Outlook, Word, Excel) and related software

Position Type/Expected Hours of Work

  • Full-time position
  • Schedule flexibility may occasionally be allowed if pre-planned and approved
  • Must be willing and can work additional hours during peak business needs and occasional weekend hours, as requested

 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

  • Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
  • Interpersonal Skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things
  • Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings as required
  • Written Communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information
  • Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans
  • Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality
  • Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events
  • Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance
  • Safety and security—the individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly

Essential Functions

  • Lead the product training and implementation planning process to assist support staff on new software enhancements
  • Create and update department documentation including procedures, presentations, reports, release notes and user guides
  • Manage the detail-oriented process of entering and maintaining projects in Project management software
  • Work with DevOps teams to isolate and duplicate root causes of customer issues to help define a fix for the development team to create
  • Engage in technical coaching for support representatives in end user handling and support processes
  • Provide guidance for team members throughout development lifecycle
  • Provide assistance to support members to gain autonomy in resolving issues for first contact resolution
  • Analyze and identify trends in projects and devise remediation measures
  • Manage workload with competing priorities to accomplish tasks within agreed upon timeframes
  • Prepare and maintain assigned meeting agendas and with detailed notes
  • Provide redundancy when Project Manager is out of the office for DevOps Department
  • Build, strengthen and maintain positive business relationships by establishing rapport with internal personnel
  • Provide timely feedback to the company regarding service failures or concerns
  • Provide administrative support to the DevOps team
  • Stay current with new product features and updates
  • Work collaboratively, problem solve, make recommendations and implement process improvements
  • Accept additional tasks, duties and/or direction from management as required
  • Project a professional image in all settings
  • Perform special projects and other related duties as assigned

The duties listed above are not designed to cover or contain a comprehensive listing; they are intended only as illustrations of the various types of work that may be performed. The omission of specific duties, responsibilities and activities does not exclude them from the position; as they may change at any time with or without notice.

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