4 days old

STAFF PRODUCT SUPPORT SPEC

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003Cbr /\u003E \u003C/strong\u003E\u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EThe 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. \u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EStaff 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. \u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EStaff 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. \u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EThis 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.\u003Cbr /\u003E \u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003Cbr /\u003E \u003C/strong\u003E\u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E25% - Support \u0026 Enablement: \u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EParticipates in advanced troubleshooting and drives resolution \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EInterfaces with business stakeholders and IT teams to elicit problem details \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EAddresses technical issues both synchronously and asynchronously; escalates accordingly \u003C/span\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E30% - Delivery \u0026 Execution: \u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EProvides after hours, overnight, and weekend on-call support \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EProvides advanced support for VP level and above \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EPartners 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 \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EDevelops requirements and specifications for project and product lifecycles \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EIdentifies diagnostic utilities to aid in troubleshooting \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EResearches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EEngages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EIdentifies process and systems improvements that drive quality within the team \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EActs as a role model for maintaining relationships with site leadership \u003C/span\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E5% - Administration \u0026 Operations: \u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u0026lt;sp\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003Cbr /\u003E \u003C/strong\u003E\u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EMust be eighteen years of age or older.\u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EAdditional Minimum Qualifications:\u003Cbr /\u003E \u003C/strong\u003E\u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EMust be legally permitted to work in the United States\u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EEducation Required:\u003Cbr /\u003E \u003C/strong\u003E\u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EThe knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E3 years\u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EPhysical Requirements:\u003Cbr /\u003E \u003C/strong\u003E\u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EMost 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.\u003Cbr /\u003E \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003C/span\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EPreferred Qualifications:\u003Cbr /\u003E \u003C/strong\u003E\u003C/span\u003E\u003Cbr /\u003E\u003Cp\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EExtensive experience as a ServiceNow Business Analyst/Product Owner, managing ServiceNow intake\u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EExperience in driving critical P1/P2 outages in the ServiceNow environment\u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EExperience building and maintaining a strong relationships\u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EExperience managing a backlog and day-to-day priorities of an agile development team\u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EExperience in IT Service Management\u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EExpertise in developing and enhancing knowledge database and team training documentation\u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EProficient in analyzing trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness \u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EProficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships\u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EFamiliarity with SQL\u003Cbr /\u003E \u003C/span\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003EITIL Certification is preferred\u003C/span\u003E\u003C/p\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003Cbr /\u003E \u003C/strong\u003EBeing Resilient: Rebounding from setbacks and adversity when facing difficult situations \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003ECollaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003C/span\u003E\u003Cbr /\u003E \u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003ECommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences \u003C/span\u003E\u0026lt;br\u003C/div\u003E

Categories

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

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

STAFF PRODUCT SUPPORT SPEC

Home Depot
Atlanta, GA 30303

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast