• (Sr.) Product Support Analyst

    Location US-PA-Audubon
    Posted Date 4 weeks ago(5/24/2018 11:30 AM)
    Job ID
    # Positions
    Information Technology
  • General Position Summary

    The (Sr.) Product Support Analyst is responsible for the health of a product line, incorporating business needs, operations of the products, and integration of the technology roadmap into product plans. Deliverables include a 2-3 year product roadmap, refreshed at least annually with the business stakeholders.

    Essential Duties and Responsibilities

    • The (Sr.) Product Support Analyst oversees the following product management functions:
    • Develop a deep understanding of business functions and processes and communicate this understanding effectively
    • Operations & Maintenance activities
    • Production Support
    • Development of enhancements and addition of major functionality
    • Code control, change management, and build/release management for product
    • Maintenance of support documentation/SOPs
    • User documentation & training
    • Definition of monitoring and health metrics (monitoring services provided by another group)
    • Integration with other products
    • Management of data retention, backup & recovery, BCP, and security requirements
    • Governance, including processes & standards
    • Collaborates with Project Managers in the Business divisions to support all aspects of Capital Projects- including estimation, project management, communication.
    • The Product Support Analyst performs the following functions related to the product implementation team:
    • The Product Support Analyst facilitates the planning, estimating, and management of discrete work packages, whether enhancements or formal projects, either directly or with a Project Manager.
    • Oversee a cross-functional team
    • Manage key vendor relationships
    • Set the technical direction for the team and ensure compliance with CORE and Security standards
    • Mentor team with respect to effective delivery models, such as Agile and Scrum
    • Document product backlog and roadmap including priorities, requirements, milestones, estimates, and target dates
    • Execute work plans or projects to fulfill items on product plan/roadmap/backlog
    • Ensure quality through consistent Agile process execution and documentation
    • Participate and contribute to the quarterly planning process
    • Execute risk management and mitigation for defined items of scope
    • The Senior Product Support Analyst is responsible for ensuring high levels of customer satisfaction:
    • Build and develop strong relationships with business customers by providing superior customer service as demonstrated by owning, communicating, and resolving issues and problems, and being responsive to needs, requirements, and deadlines
    • Serve as a primary contact for the IT needs of the business customers to ensure timely and accurate delivery of IT services related to the product
    • Maintain awareness of ITS initiatives; Identify and communicate potential impacts to business customers

    Characteristics and Qualifications


    • BS, Computer Science, Engineering, Management Information Systems or equivalent work experience
    • At least 5 years of experience Business Analyst / Project Manager / Technical Lead with experience in an IT environment
    • Ability to quickly pull together and maintain a high performing team in a new and ever changing environment
    • Ability to understand business needs, while establishing and maintaining a high level of customer trust and confidence
    • Experience managing projects
    • Ability to develop strong relationships with multiple departments and divisions
    • Ability to use Microsoft Office Suite (MS-Word, MS-Excel and MS-PowerPoint)


    • MBA, Business Administration
    • Experience with Scrum methodology
    • Experience using Microsoft Project
    • Experience with SQL Tools, such as SQL Navigator, TOAD, SQL*Plus
    • Experience with HP Quality Center 11x
    • Project Management Professional Certification (PMP)
    • Other Agile Methodology - Scrum Master, Product Owner


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