The organization is looking to effectively manage and align its product systems with its goals and objectives, and the Product Analyst II role is intended to support this effort within the Information Technology Services team.
Requirements
- Associate Degree in Computer Programming, Computer Science or related field.
- ITIL Foundation certification is required (or should be obtained within 9 months of appointment.)
- A combination of relevant college-level coursework, professional programming experience, or professional certifications may substitute for the degree requirement.
- In the absence of formal education, an equivalent of 7-10 years’ experience is commonly acceptable.
- Credentials or demonstrated experience and/or training within the platforms the team manages, i.e., Microsoft/Office365, Ellucian Colleague/Banner, Perceptive Content, etc.
- Bachelor’s degree in Business, Computer Science, Management Information Systems, or a similar field.
Responsibilities
- Developing and maintaining documentation related to product management processes and procedures, including version history, release notes, and support information.
- Coordinate the planning of software releases, upgrades and patches to validate that they are production-ready, providing documentation to end users or support team members.
- Work closely with the IT Service Desk to troubleshoot production software-related incidents and problems to resolution, assisting with the creation of after-action reports when necessary.
- Collaborate with the service delivery team to monitor the effectiveness of established service level agreements to manage customer expectations and quality standards; assist with defining new service level agreements in response to changing needs.
- Document application issues within the problem management system with clear, concise, and accurate information; manage and track issue to resolution; communicate resolution to appropriate personnel.
- Analyze market trends, customer feedback, and competitive landscape to inform product roadmaps.
- Define and monitor key product metrics, using data-driven insights to optimize performance.
Other
- Ability to analyze complex business problems and translate them into clear technical requirements.
- Strong interpersonal skills, as well as communication skills (both written and oral).
- Be detail-oriented, technically curious, and efficiency-driven.
- Evaluate business requests to determine feasibility, identify options, and recommend solutions for software development, enhancements, or new purchases.
- Assist with interpreting customer requirements into conceptual and logical design specifications and participate in building the product roadmap to ensure our services meet the business needs of our users.
