The Product Specialist will work with the Program users to properly capture/troubleshoot issues and assist with resolution, ensure proper follow-up occurs and that all issues are resolved within an estimated timeframe
Conduct / document Root Cause Analysis (RCA)
Ensure needed updates and enhancements are captured – work closely with the Project Management team during all the phases of the Projects (both Minor / Major enhancement Projects) and provide feedback on product design changes – features and user experience
Act as a liaison between various teams such as, program staff, development teams, Database Administrators (DBAs), network and security teams, vendors, and consultants, ensuring smooth communication and collaboration
Conduct meetings with impacted teams for issue resolution and for providing updates on minor enhancements.
Track progress of the Minor Enhancements within the Project Tracker (A salesforce application)
Work with the users in gathering / documenting business requirements and workflows
Create and update Topologies for supported Primary and integrated applications
Present Topologies at the Architecture Review Board (ARB) Meetings for approval / feedback
Investigate, prioritize, and follow-up on application bug fixes / issues and enhancements
Work with the vendors and NYC Office of Technology and Innovation (OTI) in completing Cloud Service Agreements (CSA) and other required IT/Program Agreements and documentation for the supported applications
Collaborate with the IT Security / OTI teams for completing Software Security Assurance Process (SSAP) / Application Scans / Rapid7 Scans and any other HIPAA / Audit or other mandated scans and work with IT / Vendor teams in resolving the identified vulnerabilities
Assist users with creating / updating test scripts / test plans and if required assist in conducting UAT
Coordinate all testing activities and ensure timely deployment of changes
Assist with system deployments, upgrades, QA-UAT, and post-production support
Assist in application usage and other administrative actions within the application
Troubleshoot issues and perform system maintenance tasks
Qualifications:
Baccalaureate degree from an accredited college in computer science or related field
6+ years overall experience with supporting IT applications
Strong collaboration / coordination skills
Ability to troubleshoot issues in a multitier software applications environment
Ability to communicate problems and solutions to the user. Verbal communication and problem-solving skills include soliciting, clarifying, affirming, consensus-building.
Effective at communicating technical concepts to non-technical users
Ability to resolve issues in a timely manner
Ability to prioritize issues based on business and operational needs
Familiarity with cloud-based applications
Proficient in writing SQL queries using Microsoft SQL Server
Understanding of full Software Development Life Cycle (SDLC)
Pro-active and self-motivated individual with the ability to work in teams with multiple stakeholders
Experience with stakeholder engagement
Fluency in Microsoft Word, Excel, Outlook, Visio, Project and PowerPoint
Preferred Qualifications:
Knowledge of XML, JavaScript, HTML, .Net, XML, ASP
Strong analytical skills and ability to manage and report complex information
Experience with data collection, analysis, and interpretation
Desire to grow professionally, develop new skills and willingness to work outside of comfort zone.
Experience working with the public health sector a plus