Senior IT Product Specialist

Key Responsibilities:

• 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

Qualifications:

• 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

Preferred Qualifications:

• Knowledge of XML, JavaScript, HTML, .Net, XML, ASP
• Strong analytical skills and ability to manage and report complex information
• Experience with data collection, analysis, and interpretation
• Desire to grow professionally, develop new skills and willingness to work outside of your comfort zone.
• Experience working with the public health sector a plus