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We have a great opportunity for a Product Support Specialist to join our Product Support team in Digital Operations. As role holder you will manage, support, maintain and develop a number of products and systems by internal resource and/or partner services for and on behalf of customers across the whole product eco-system.

Job Accountabilities

• Analyse, design, develop and quality assure business process procedures, programs and software solutions in specialised areas to meet user requirements
• Drive improved efficiency of digital products and processes to deliver an improved customer experience and service at optimised cost
• Develop solution architecture roadmaps and operational processes and procedures
• Partner with other Digital strategy and operational disciplines to develop reference architectures and integrated best practices
• Co-ordinate the resolution of product related incidents problems, ensuring adherence to agreed processes to minimise disruption and maintain service availability
• Review and coordinate activities to identify and mitigate risks associated to digital products
• Maintain, manage and prioritise product release schedules for the systems and underlying infrastructure, including the planning, delivery and review of each deployment
• Work directly with business users, implementation team members, infrastructure teams, 3rd parties and security teams to assist with designing, developing, testing, and implementing new functionality
• Co-ordinate and schedule non-routine change and maintenance activities to deliver product lifecycle value
• Review, design and fulfil requests for complex non routine product services
• Apply a detailed knowledge of documentation standards to maintain and review library of appropriate functional, technical and operational documents
• Review 3rd party and project documentation to ensure compliance to strategy and quality standards
• Provide coaching and guidance to team members to for the relevant technologies and standards
• Work with key stakeholders to identify service improvements
• Provide 24/7 support for maintenance and support activities as part of an on call rota or as a point of escalation where applicable
• Effectively manage key product stakeholders to allow collaborative decision making and build trust by creating clear communication and feedback channels
• Provide cover for manager and peers
• Ensure the Health, Safety and Wellbeing management framework is embedded in all activities and our Health and Safety belief statement is a reality
• Participate in the product minor enhancement process (where applicable) validating, prioritising and co-ordinating with product owners and their respective teams

Knowledge and Skills

• Typically requires formal accreditation, degree level qualification or significant experience gained through formal training
• Functional and technical expertise in Corporate Systems technology areas: For example, OsiSoft, Netbase, PayGate, Horizon, BMC Remedy, CostPerform
• Good understanding of the key digital technologies
• Detailed knowledge of the product development lifecycle and related methodologies
• Experience of operating ITIL processes and standards
• Broad business knowledge, including the understanding of ‘end to end' process operation
• Ability to develop and manage problem resolution and service improvement plans
• Ability to translate advanced technical issues into understandable terms for non-technical users and to convert business requirements into technical solutions
• Experience of risk management