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Title:  Product Support Specialist

Job ID:  1412
Location: 

Lancaster, PA, US

Category:  Information Technology
Description: 
Short Description

Apply knowledge of business and technology to allow for the development of integrated solutions to resolve technical and business issues. Serve as a liaison between internal customers and functional IT departments during the initial phases of development efforts for various business initiatives. Apply structured methodology in the creation of requirements from the business perspective, translated in to easily understood formats that are acted upon by the various technical design and development teams in IT. Following BA principles and accepted methodologies, define the system and functional requirements of technical projects. Define specifications and data models for development efforts and testing. Create detailed test cases and analyze results. May assess available technologies and recommend solutions to technical teams.

RESPONSIBILITIES

Work is typically performed under minimal daily supervision, receiving guidance from manager/supervisor about the work that needs to be completed. Able to exercise high level of discretion and latitude in completing tasks.

• Apply working knowledge of systems and Business Analysis to analyze and develop integrated solutions to resolve technical issues for small to medium sized custom development projects OR configuration of systems to resolve business issues. Actively participate and interact with customers to understand business needs, identify the best solution, and architect the processes to meet the needs. Assist senior level Business Analyst in requirements gathering and research support for larger, more complex projects.
• Assist in the analysis and design of new business processes around requirements definition, information gathering, and consistent documentation methodologies.
• Using multiple information gathering techniques, conduct facilitated sessions with customers to define detailed business requirements for solution development. Establish and maintain clear scope boundaries for the solution. Develop clear and concise functional requirements for the technical developers that are free from ambiguity to minimize re-work and errors. Recognize the business?s needs and the implications of change. May formulate alternative solutions to satisfy business requirements.
• Develop precise documentation of prioritized functional requirements that can directly be converted to test plans, use cases, and system conceptual designs to meet performance targets and development project plans.
• Assist in translating requirements and use cases to the designers, ensuring there is a clear and concise understanding of requirements. Review test conditions and expected results for product, performance and user acceptance testing.
• Participate in quality management reviews as outlined in the project work plan, and in reviews of the designs, prototypes and other project work products to ensure they fulfill the requirements.
• Continue to build on technical and business knowledge to better understand the link between business and technology. Analyze methodologies for process improvements, better utilization of resources, product enhancements, improved communications and faster issue resolution.
• Performs other related duties and participates in special projects as assigned.

Competencies
Partnering
Core Functional/ Technical Skills
Problem Solving
Customer Focus
Quality Orientation
Result Orientation
Time Management
Valuing Inclusion
Communications
QUALIFICATIONS

The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor degree in discipline related to functional work or role with 3-5 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Able to demonstrates ability to solve somewhat more complex problems by analyzing variables and applying appropriate solutions learned through experience and proficiency in understanding the job.
• Must be able to recognize anomalies and critical situations and respond appropriately.
• Must be able to communicate and interact with a variety of internal/external customers and/or co-workers at level of detail required to resolve issues of moderate complexity.
• Able to apply strong functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments. May require knowledge of or ability to quickly learn specialized software to complete work assignments.
• Able to demonstrate continued expertise in the primary tools or applications used in completing daily work assignments.
• Requires very good communication skills with ability to state messages in a clear manner by using language that is easy for others to understand.
• Must be able to proactively listen to others to understand issues and situations.
• Must be able to clearly articulate business needs to both internal and external customers.
• Additional job requirements may be listed on the staffing requisition.


Nearest Major Market: Lancaster

Job Segment: Business Analyst, Testing, Technology