Product Specialist

Job Description

• Resource will be responsible to answer any and all questions regarding the desktop in use in BPOA. This includes all office product support as well as the BPOA specific systems support.

• Documents the problem and all troubleshooting steps taken for each incident for tracking purposes and future reference.

• Performs hardware and software diagnostics to isolate and correct functional problems.

• Utilizes remote control software to troubleshoot desktop issues from a central location.

• Provides technical assistance and support to employees in the use of a wide variety of IT software and hardware devices.

• Determines user training needs, prepares training materials, and conducts training for users.

• Installs and configures IT hardware and software on new workstations and installs and configures hardware and software upgrades for new or existing workstations.

• Conducts tests on proposed and existing system hardware and software, and recommends or performs minor repairs and adjustments or refers to the appropriate service personnel for resolution.

• Utilizes various techniques to test, troubleshoot, and identify reported network connectivity and resource access problems.

• Assists in monitoring the network and problems as they arise, and alerts higher level specialists of network problems.

• Diagnoses and troubleshoots localized IT hardware, software, and network connectivity problems.

• Installs, tests, and maintains network cabling found in a network environment.

• Sets up shared resources on the network, such as printers and access to file servers within established procedures.

• Resets passwords and unlocks user accounts for network users.

• Maintains inventory of office IT resources for maintenance contract purposes, prepares the necessary orders for repair, and monitors contractor performance.

• Executes test plans for system and system components, analyzes outputs, and ensures compatibility with requirements before implementation.

• Participates in IT continuity of government tests and in risk assessment analysis for systems and applications.

• Troubleshoots telephone, voice mail, and other telecommunications related problems.

• Assists in installing and configuring videoconferencing systems within established instructions and provides maintenance and operations support.

• Answering level 1 technical question from the general public by phone of via an email about BPOA specific systems.

• Performs related work as required.

The Product Specialist is the expert for a technical development or execution environment product or set of products. The primary responsibility of a Product Specialist is to ensure the availability and facilitate the productive use of a product for Application Teams or end users. The Product Specialist may own part of a product, all of one, or several products depending on the nature of the product(s) and their use. The Product Specialist requires significant to expert experience and skills in the product supported. The Product Specialist will usually also have significant experience in the operating environment(s) (e.g., HP/UX, NT, MVS, etc.) on which the product is implemented. If the product is one that was internally developed, the supporting PS should also have most of the skills of a Programmer. The Product Specialist is responsible for collaborating with Technical Architecture Specialist, System Specialists, Programmers and vendors to ensure and enhance the use of the product and effect migration to new versions of a product.

Role Description:

• Actively contributes as an expert or actual designer.

• Coordinates product design reviews to verify that design meets quality standards and functional/technical requirements.

• Provides accurate estimates for design and programming efforts for system changes and enhancements.

• Coordinates enhancements to business and logical data models with data base administration to make the appropriate changes to the physical data model.

• Confirms that technical architecture will support all changes required by product enhancements.

• Effectively leads product tests and trials.

• Identifies appropriate business examples to illustrate key concepts / features.

• Anticipates, identifies, tracks, and resolves issues and risks affecting own work and work of the Application Team.

• Develops contingency plans as necessary.

• Applies specific expertise to ensure that products meet defined customer objectives.

• Anticipates and resolve issues specific to the team.

• Determines time estimates and schedule for own work and resolve issues in a timely manner.

• Identifies and tracks issues, risks and action items.

• Makes sound recommendations on functional and technical improvements to the product.

• Analyzes the functional and technical impact of product planning decisions.

• Develops appropriate functional and usability standards for products.

• Tracks and document expected volume and type of use of the product.

• Participates in product design reviews to verify that design meets quality standards and functional/technical requirements.

• Performs impact analyses on production fixes and enhancements to establish priorities.

• Provides basic product support and provide accurate and complete answers to detailed product questions in a timely manner.

• Provides effective on-site product support as needed.

• Accurately sets severity of identified defects.

• Provides input to training and / or documentation materials regarding latest technical and functional design changes.

• Documents all work for future reference.

• Reviews the system test approach and conditions used as the basis for detailed test scenarios.

• Follows quality standards.

• Analytical and customer service skills.

• Communicates accurate and useful status updates.

• Able to work in a team environment.

• Completes assigned tasks.

• Strong communication skills; both written and spoken.

Qualifications

Additional Information

All your information will be kept confidential according to EEO guidelines.