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Product Specialist

Company Name:
Bridge Consulting Group
The Product Specialist is the principal point of contact for their allocated Product(s) / and or Client(s). They service and support both clients and colleagues alike during both ?Onboarding? and ?Live? scenarios. Their interactions may be face to face or remote depending on the situation. For example: Client / Partner / Colleague Training; post sales workshops; issue resolution; daily Scrums and Q & A sessions. They will work closely with colleagues during the regular Sprint Release schedule to perform User Acceptance Testing and consider operational and client impacts and escalate / communicate as appropriate. Through their interactions and subsequent inherent knowledge of their allocated Product(s) they will collate best practice, lobby and champion changes through liaison with the Product Manager(s) to enhance our offering.

RESPONSIBILITIES:
To be an expert in their allocated Product(s)
To respond to client and colleague questions /queries in line with service levels, escalating issues / bugs as appropriate in Team Foundation Server ( TFS ) and following through to resolution.
Review appropriate documentation e.g. Statement of Work (SoW), Business Requirements, Plan of Record etc. to prepare for and then participate in Client Configuration Workshops as required.
At Configuration Workshops & in response to existing Client needs be prepared to professionally:
a) explain Product capabilities and how these match with client requirements
b) support the identification of gaps and suggest alternate solutions/best practice.
c) collate Client configuration requirements within appropriate spreadsheets / documentation
d) accurately upload/input Client configuration into channelConduit in line agreed deadlines
e) submit requirements into Team Foundation Server ( TFS ) as necessary ensuring entry is fully comprehensive to support the Development Team?s understanding
Conduct training sessions with client administrators / partners and / or colleagues as necessary to support optimum use of the Product developing documentation as necessary.
Work closely with colleagues during the regular Sprint Release schedule to perform User Acceptance Testing and consider operational and client impacts and escalate / communicate / educate as appropriate.
Through interactions and knowledge of allocated Product(s) collate best practice, lobby and champion changes to enhance offerings through liaison with the Product Manager(s) engaging Client Operations Quality Assurance Champions as necessary
Attend client meetings as appropriate/necessary (travel if required)
Mentor new team members on product configuration and functionality
Other duties as directed by Line Manager

REQUIREMENTS:
Bachelor's degree and 3-5 years experience in a technical setting working directly with clients to collect business requirements and translate them into technical requirements, and perform product configuration
Proficiency in MS Office, specifically with Excel, Word, Visio and PowerPoint
Detail oriented and able to work in a fast-paced environment
Positive attitude with a "can do" approach to challenges and obstacles
Ability to build strong client and internal relationships
Excellent communication skills both written and verbal
Presentation skills
Client focused
Travel: 10-25%

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