Job Description
Roles & Responsibilities
- Accountable for high level project scope including defining epics, features, and capabilities.
- Ensure impacts of design decisions are broadly understood and supported.
- Authors and analyzes business requirements, identifies gaps in requirements and addresses those gaps.
- Identifies system integration points that impact project LOE/team resources.
- Creates/maintains technical project artifacts including business process flow charts, as-is/to-be architecture diagrams, user requirements, data migration plans, testing strategy, and job aids.
- Leads option analysis and pros/cons discussions to drive critical decision making.
- Proactively identify technical project risks and mitigation plans.
- Understands technology and project dependencies. Raises technical risks & mitigations.
- Keep up to date with technology and industry trends while communicating impact to the technology roadmap.
Responsibilities of Demand Discovery Process:
- Partner with Product Manager across business units to lead deep dive requirements gathering workshops within the service work stream and facilitate stakeholder alignment on prioritization and solution rationale.
- Partner with Product Managers to develop business cases and drive IT governance process.
- Partner with Product Managers to drive long term technology roadmap strategy considering business and industry trends.
- Partner with CX & UX Designer as needed when designing customer-facing self-service customer portal technology and custom applications to ensure optimal customer and associate experience.
- Mentor team members on project management methodologies (Agile, Waterfall, Hybrid), and the software development lifecycle.
- Answer questions from developers and clarify requirements.
- After project go-live mentor and transition support to broader team as needed.
- Partner with Product Owner on detailed requirements during execution of project
- Support Change Management work stream for successful technology adoption.
- Enterprise Systems Operations Support
- Tier IV supports investigating complex production issues to determine next steps to resolve.
- Proactively identify technological infrastructure needs to ensure system stability.
Experience Required
- 7+ years' experience in Salesforce.com (Service Cloud, Field Service and Mobility, Communities Cloud, Sales Cloud) and/or SAP (ECC/CRM, S/4 Hana) and/or another comparative service focused SW application.
- 7+ years translating stakeholders requests into enterprise technical requirements preferred.
- Strong experience of business process mapping new and existing functionality.
- Experience in FICA, BRIM (Subscription order management, convergent mediation, convergent invoicing) a plus.
- Experience working with both Agile and traditional waterfall project management teams.
- Experience with MS Office Suite including Excel, PPT, and Visio.
- Experience working in a sale and/or service organization.
- Experience within a medical device or regulated industry a plus.
Skills & Certifications
- Highly professional communication skills (both written and verbal).
- Presentation skills tailored for audience.
- Experienced and comfortable demoing technology highlighting business value/benefits.
- Excellent listener, seeks deeper understanding of stakeholder perspective, asks great questions.
- Superior analytical and problem-solving skills
- Early adopter of technology, with ability to learn and adapt efficiently and effectively.
- Continuous improvement mindset to identify future opportunities based on business needs.
- Effectively navigates matrixed structure to meet deliverables and build relationships.
- Optimize day-to-day operations for technology, documentation, and process.
- Passionate about sharing knowledge and mentoring team members.
Eligibilities & qualifications
• Bachelor's degree required. B.S. in Computer Science, engineering, or other technical field (or equivalent work experience).
Job Tags
Work experience placement,