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