We are seeking a qualified individual for the role of an IT Product Specialist. The Product Specialist will work closely with end users to guarantee successful definition, creation, and delivery of support systems. The Product Specialist will serve as subject matter expert supporting current platforms, enhancement projects and initiatives.

QUALIFICATIONS AND REQUIREMENTS:

• Baccalaureate degree from an accredited college in computer science or related field
• 6+ years overall experience with supporting IT applications
• Strong collaboration / coordination skills
• Ability to troubleshoot issues in a multitier software applications environment
• Ability to communicate problems and solutions to the user. Verbal communication and problem-solving skills include soliciting, clarifying, affirming, consensus-building.
• Effective at communicating technical concepts to non-technical users
• Ability to resolve issues in a timely manner
• Ability to prioritize issues based on business and operational needs
• Familiarity with cloud-based applications
• Proficient in writing SQL queries using Microsoft SQL Server
• Understanding of full Software Development Life Cycle (SDLC)
• Pro-active and self-motivated individual with the ability to work in teams with multiple stakeholders
• Experience with stakeholder engagement
• Fluency in Microsoft Word, Excel, Outlook, Visio, Project and PowerPoint

• The Product Specialist will work with the Program users to properly capture/troubleshoot issues and assist with resolution, ensure proper follow-up occurs and that all issues are resolved within an estimated timeframe
• Conduct / document Root Cause Analysis (RCA)
• Ensure needed updates and enhancements are captured – work closely with the Project Management team during all the phases of the Projects (both Minor / Major enhancement Projects) and provide feedback on product design changes – features and user experience
• Act as a liaison between various teams such as, program staff, development teams, Database Administrators (DBAs), network and security teams, vendors, and consultants, ensuring smooth communication and collaboration
• Conduct meetings with impacted teams for issue resolution and for providing updates on minor enhancements.
• Track progress of the Minor Enhancements within the Project Tracker (A salesforce application)
• Work with the users in gathering / documenting business requirements and workflows
• Create and update Topologies for supported Primary and integrated applications
• Present Topologies at the Architecture Review Board (ARB) Meetings for approval / feedback
• Investigate, prioritize, and follow-up on application bug fixes / issues and enhancements
• Work with the vendors and NYC Office of Technology and Innovation (OTI) in completing Cloud Service Agreements (CSA) and other required IT/Program Agreements and documentation for the supported applications
• Collaborate with the IT Security / OTI teams for completing Software Security Assurance Process ( SSAP) / Application Scans / Rapid7 Scans and any other HIPAA / Audit or other mandated scans and work with IT / Vendor teams in resolving the identified vulnerabilities
• Assist users with creating / updating test scripts / test plans and if required assist in conducting UAT
• Coordinate all testing activities and ensure timely deployment of changes
• Assist with system deployments, upgrades, QA-UAT, and post-production support
• Assist in application usage and other administrative actions within the application
• Troubleshoot issues and perform system maintenance tasks