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Product Operations Support Specialist

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As a Product Operations Support Specialist, you will be responsible for the day to day operations of a suite of products in the company’s nationally recognized, award-winning Enterprise Social Network (ESN).

In collaboration with the Product Manager for Social Applications, the Product Operations Support Specialist will support the company's employee population in their use of tools for social networking, collaboration and knowledge sharing. The employee population includes physicians, nurses, business administration personnel and other stakeholders.

In this role, you will assume the operational duties associated with creating, managing, and nurturing a growing, vibrant online community. You will be fluent in the technical aspects of enterprise social networking platforms that allow you to respond to user needs – and enjoy supporting people, offering just-in-time facilitation where it adds value, enabling a culture of collaboration.


Service Level Management
Work with IT to implement effective monitoring for application availability and performance of applications in scope. Monitor trends to pro-actively ensure service levels are met.
Metrics collection and reporting for in-scope products. Monitor usage, adoption, and other metrics to assess community engagement and dynamics
With Product Management, create community analytics dashboards to assess business value of service offerings

Client Support
User administration (profile creation, access, etc.) and assist with managing the community support site
User coaching and training
Draft and maintain help and support documentation

Change & Release Management
Monitor changes to in-scope products, ensuring effective communication, testing, validation & sign-off

Incident & Problem Management
1st & 2nd level support (incident detection, discovery, evaluation, documentation). Liaise with the IT service desk and vendor to identify and resolve user issues
Manage security and compliance issues and exposures
Defect tracking - maintain a list of defects and assist in prioritizing for resolution
Outage notification - notify clients of planned and unplanned incidents, including schedule, impact and remediation activities.

Community Management
Assist Community Manager to monitor, manage, and curate online conversations, including answering user questions and helping to foster user connections behind the scenes
Assist community members in using social technology to achieve business objective
Ensure community content is consistent with the brand
Provide input to Product Manager to develop the product strategy and prioritize future enhancements. This includes providing ongoing feedback to the product owner regarding user requests, feature requests, UX improvements, etc., acting as the voice of the community and influencing the future vision of the ESN

Bachelor’s degree required (preferably in Business Administration, Computer Science, Communications, or related)
5-7 years of related product support for collaboration and social tools ( e.g. Sharepoint, Jive Social Intranet, Confluence Wiki)
Experience in enterprise community management (engaging community groups and advocates, training and evangelizing)
Strong customer service orientation
Experience with Portals, Web Content Management systems
Experience with monitoring and analytics (Webtrends)
experience with HTML, Java Script, JSPs, XML is a plus
Highly analytical and articulate
Self-starter and, simultaneously, a team player
Strong organizational skills and attention to detail

Preferred Qualifications:
· 2-5 years of experience in web development and design or related experience
· Experience leading the implementation of an enterprise social network

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