Product Support Specialist

5 days ago

Scottsdale, Arizona, United States JobRialto Full time
Job Summary:

The Product Support Analyst will provide advanced systems support and problem resolution for diverse software applications and hardware systems. This role involves working closely with product and project teams to ensure the seamless operation of business-critical applications.

Key Responsibilities:
  • Perform advanced systems support and problem resolution for software and hardware.
  • Work closely with product and project teams to support critical business applications.
  • Support project and enhancement initiatives to ensure operational readiness at go-live.
  • Act as the technical liaison between development teams, user communities, and customers.
  • Provide individual/group training for support teams on new products or services.
  • Troubleshoot and support systems including mobile apps, cloud environments (AWS), SAP, store systems, desktop apps, and middleware.
  • Participate in research and development initiatives and assist with new technology implementations.
  • Develop innovative solutions to improve efficiencies and implement automation.
  • Maintain and contribute to a knowledge base for previous support issues.
  • Create and review instructional documents for business applications and processes.
  • Identify training opportunities for the support of future software, hardware, or apps.
  • Report on team metrics and handle after-hours support on a rotating schedule.
  • Collaborate with other teams to ensure prompt customer service.
  • Follow ITIL processes and procedures.
  • Complete work efficiently and provide exceptional customer service.
Required Qualifications:
  • Associate degree in Computer Science, Information Technology, IT Engineering, or related field, or equivalent work experience.
  • Minimum of one year of IT support experience or 18 months working with business applications and hardware.
  • Advanced technical knowledge of various systems, software, and hardware including Mulesoft (APIs), SAP ECC, Salesforce, AWS Cloud, iSeries, and mobile applications.
  • Ability to review large enterprise landscape diagrams and understand business functions and processes.
  • Strong communication, interpersonal, analytical, and troubleshooting skills.
  • Ability to work independently, manage priorities, and meet deadlines.
Preferred Qualifications:
  • Knowledge of SQL.
  • Experience analyzing and presenting complex data.
  • Strong problem-solving skills and creative thinking ability.
  • Six Sigma Certified.
Primary Skills:
  • IT support experience.
  • Advanced technical knowledge in systems such as Mulesoft, SAP ECC, AWS, Salesforce, and more.
Education:

Bachelors Degree

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