Product Specialist

Product Specialist

Location: Trenton, NJ (Remote)

Position Type: Contract

Short Description:

Collaborates with business units to develop business plans, as well as designs, produces, launches, and advertises organizational products and services.

Complete Description:

• The Product Specialist collaborates with business units and coordinates with cross-functional teams to provide strategies, product development, and training solutions. Assures the product meets specifications.
• As a Product Specialist with the NJ Division of Developmental Disabilities, the candidate will perform technical and application support functions including, but not limited to:
• Provide tier 1 support for Division applications
• Provide first level contact for incoming service requests
• Review incoming service requests for knowledgebase solutions
• Collect information from user for service requests
• Track, route and redirect unresolved service requests to correct resources
• Escalate complex issues to Tier 2 Service Desk resources
• Provision application access
• Identify and Route Data Exceptions
• Walk users through problem solving steps
• Convey resolutions of service requests to users
• Resolve and Close low-level service requests
• Perform proper recording and documentation of activities and solutions
• Perform periodic knowledge base review
• Perform user access audits
• Perform user acceptance testing

Required / Desired Skills

• Strong Microsoft productivity software skills Highly desired 2 Years
• Experience performing user acceptance testing on web applications Highly desired 2 Years
• Extensive experience with Windows operating systems Required 2 Years
• Excellent analytical and logical skills Required 2 Years
• Experience using knowledge base and ticketing systems Highly desired 2 Years
• Experience providing end user system support Highly desired 2 Years
• Experience providing tier 1 IT and application troubleshooting Highly desired 2 Years
• Experience troubleshooting browser dependency issues Highly desired 2 Years
• Experience with providing direct customer service Highly desired 2 Years
• Experience with bug documentation and bug lifecycle Highly desired 2 Years
• Experience with MAC OS Highly desired 2 Years
• Experience with workstation troubleshooting Highly desired 2 Years
• Experience with Android OS for mobile device Nice to have 2 Years
• Working knowledge of application and desktop security concepts Highly desired 2 Years
• Experience with remote desktop control tools Nice to have 2 Years
• Experience writing SQL Queries Nice to have 2 Years