17 days old

SR PRODUCT SUPPORT SPECIALIST - Mary Jackson

Virtual, USA 00000
JobTitle: SR PRODUCT SUPPORT SPECIALIST - Mary Jackson
Job ID: 403105_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:
Position Purpose:
The Sr. Product Support Specialist - Business Analyst fulfills responsibilities which document and develop IT Service Management business processes. This is accomplished by engaging with the coordinator, customer, and software engineering; strategizing the best process for the most efficient product. The candidate will possess knowledge of enterprise Information Technology (infrastructure), IT Service Management Processes (ITSM), Agile delivery, and modern software development. The ideal candidate will exemplify customer service, value analysis, business value delivery, and high motivation for results.

Major Tasks, Responsibilities & Key Accountabilities:
15% - Support & Enablement:
  • Receives incident from escalation of L2 or receives incident from application& infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates accordingly
  • Actively listens to and builds rapport with end users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issues40% - Delivery & Execution:
    • Documents, reviews and ensures that all quality and change control standards are met
    • Provides advanced support for VP level and above
    • Has administrative rights; can make changes to systems hardware and software
    • Collaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriate
    • Ensures stability, viability and maintenance of the 24-7 mission critical production environment
    • Plans, documents, and executes technical changes as needed
    • Learns and updates inventory system for new orders in area of responsibility
    • Applies diagnostic utilities to aid in troubleshooting
    • Accesses software updates, drivers, and knowledge bases to aid in problem resolution
    • Maintains and updates contractor loaner pool laptops
    • Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
    • Provides assistance to address facility-related issues with network equipment, HVAC interference, etc. at remote locations
    • Assesses and drives quality within the team
    • Interacts and builds relationships with site leadership
      10% - Administration & Operations:
      • Creates and monitors reports on call volume, quality, etc. and makes decisions accordingly
      • Documents all pertinent end user identification information including nature of problem
      • Evaluates documented resolutions and analyzes trends to prevent future problems35% - Learning:
        • Creates, updates, and manages the Knowledge Base for L2s to utilize
        • Produces training for Support Desk Levels 1, 2, and 3; leads training classes for Levels 1, 2, and 3
        • Guides the communication of troubleshooting approaches and methods across the Support Desk; serves as a resource for more junior team members on how to approach or complete this task
        • Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
        • Proactively gathers information to determine areas for further training and coaching
        • Reviews regular pertinent product update information to keep knowledge currentNature and Scope:
          • Typically reports to the Product Support Manager or Sr. Manager.
            Environmental Job Requirements:
            Environment:
            • 1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Travel:
              • Typically requires overnight travel less than 10% of the time.

Categories

Posted: 2022-05-02 Expires: 2022-06-01

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SR PRODUCT SUPPORT SPECIALIST - Mary Jackson

Home Depot, Inc.
Virtual, USA 00000

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