5 days old

Staff Product Support Specialist- Field Services Management

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003Cbr /\u003E\u003C/strong\u003E\u003C/span\u003E\u003Cp\u003EInfrastructure seeks to continually improve service for it\u0026rsquo;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.\u0026nbsp;\u003C/p\u003E\u003Cp\u003ERole 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.\u003C/p\u003E\u003Cp\u003EAn 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.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EKey Responsibilities:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EStrategy and Planning:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003ERepresents the voice of the customer and stakeholders; conduct end user research, collaborating with internal and external stakeholders to understand needs\u003C/li\u003E\u003Cli\u003ETranslates vision of the Product Owner into goals and initiatives; assess value, determine MVP, prioritize work and sequence\u003C/li\u003E\u003Cli\u003EEvaluate research and market analysis; recommend the best solutions and ensure that products remain or become best in class\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003ESupport \u0026 Enablement:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EResponsible for ensure the products deliver value; prioritize, and continually weigh the competing factors of objectives, limited resources, and demands from various stakeholders\u003C/li\u003E\u003Cli\u003EBusiness \u0026 technical savvy translate requirements when interacting with diverse teams; contribute to user interface (UX) design\u003C/li\u003E\u003Cli\u003EMaintain the Service Management development road map; articulate the \u0026lsquo;why\u0026rsquo; to various stakeholders and maintain basis of evidence\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EDelivery \u0026 Execution:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EPerform Product Manager responsibilities for the application; set the feature list, priorities for development and acceptance\u003C/li\u003E\u003Cli\u003EEnable change by defining needs and recommending solutions that deliver value to stakeholders\u003C/li\u003E\u003Cli\u003EParticipate in advanced troubleshooting (technical \u0026 user). Provide prioritization based on tangible benefits and/or user experience\u0026nbsp;\u003C/li\u003E\u003Cli\u003EReceives questions and challenges from customer teams directly; troubleshoots issues, recommends solutions, escalates accordingly\u0026nbsp;\u0026nbsp;\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EAdministration \u0026 Learning:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003ECollaborate with ServiceNow Architect and other Portfolio Services product leads to promote and standardize processes\u003C/li\u003E\u003Cli\u003ECoordinate with development team the creation of documentation for end users, product acceptance and KBs / training\u003C/li\u003E\u003Cli\u003EParticipate and contribute to learning and advancement of Product Management processes, to improve cross team communication\u003C/li\u003E\u003C/ul\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\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

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

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Staff Product Support Specialist- Field Services Management

Home Depot
Atlanta, GA 30303

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