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Web Product Specialist

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Lead clients and entities through life cycle implementation, enhancement, and customization projects. Develops functional requirements, specifications, use cases, and process flows for each project. Consults with clients to ensure awareness of Web self-service industry best practices to aid clients in site configuration and customer service decisions. Develops and manages project plans to ensure timely delivery. Communicates regularly with clients and internal teams on project status. Requires ability to manage multiple, complex projects in coordination with the client and multiple entities, including technology, operations, and messaging services. Assists in developing new products and product enhancements (in coordination with product development and technology), particularly as driven by existing and potential clients, as well as industry research. Develops functional requirements and specifications to support product development. Contributes to developing and improving product delivery processes in accordance with EBS strategic plan, to include project management, product development, and product implementation. Conducts research and problem resolution on product(s). Interacts on a high level with clients and manages tasks by using cross-functional management skills. Adapts to rapidly changing business, technology, and competitive environments. Working independently, mentors staff and coaches team members: Leads client design workshops to define functional implementation requirements, necessary customizations, and key client business drivers. Determines and develops alternatives for meeting key client expectations and delivery timeline. Documents the design workshop results, to include options for customization where appropriate. Develops functional specifications for client enhancements and customizations (including system-to-system integration). Follows established EBS and industry standards for Web specification development, including producing use cases, screen shots, and test scenarios. May include complex integration of product(s) with 3rd party applications and/or databases. Uses and Web self-service application experience to consult with clients on application configuration and customer service process decisions based on industry best practices, EBS lessons learned, statistical data related to online customer behavior, and general practices of other clients. Develops cross-functional project plans for client implementations/enhancements, to include timelines, dependencies, and resource allocation. Manages the life cycle of the project, from request through production launch and support. Coordinates with technology, operations, messaging services, and other entities to drive project activity completion per the project plan. Provides regular project status reports to clients and EBS management. Participates in the QA testing phase of all projects to provide subject matter expertise, compliance with design, and ensure quality delivery for the client. Reviews and provides input to QA test plans and scripts to ensure accuracy and thoroughness for the functionality being implemented. Uses QA tools and processes to track and coordinate development issues with the technology and QA teams. Coordinates with product development to incorporate client enhancements and customizations into the product release plans. Develops product enhancement specifications in accordance with EBS standards and industry best practices. Develops product enhancements as part of client projects, requiring that functionality is designed and developed in a method that can be re-used by technology. This requires close coordination during both the technical design and development stages. Uses familiarity and experience with the Web application platform to ensure reusability and flexibility for multiple clients. Supports issue/problem resolution, implementation, notification, and post-implementation support as the product subject matter expert. Makes recommendations on issue resolution, and makes decisions on execution of resolution plans to minimize client base impact. Responsible for maintaining proficiency in web application industry trends, credit card market business drivers, and client/server application development best practices. Seeks opportunities to stay current and expand technical expertise. Participates in the execution of strategic and tactical plans that drive product development and partner alliance integration. Documents and maintains detailed records of client interactions and communications. Consults in contractual and pricing structures, as well as negotiations and final decisions. Responsible for profitable delivery of all client projects. Participates in execution of organizational process improvements per the division's strategic plan. This often requires cross-functional coordination and rapport with other team members. May require but is not limited to the following: adaptability to a variety of cultural environments, domestic/international travel (primarily to client sites for design and sales support), client situations, and assisting in hiring new team members. Assists production support as needed by providing subject matter expertise on product and/or client issues Good problem resolution skills Good analytical skills

General research skillsStrong attention to detail skills Develops basic knowledge of Basic industry knowledge Project management skillsDemonstrates initiative and self-education. Advanced PC skills: Microsoft Office, Microsoft Project, Microsoft Access, Visio, E-mailFamiliar with the fundamental technical operation of Web browsersUnderstands fundamentals of XML, HTML, graphic design, Web site usability, Java or object oriented development principles Understands fundamentals of mainframe system programming and integration, including message queuing technologiesClient/server or Web application experience as a developer, functional/technical architect, or test analyst (preferred)Familiarity with relational database technologiesUse case design principlesAbility to facilitate client workshops Familiarity with Web usability best practices
Essential functions:
The goal is that a WPA understand the TEG and Pega functions and how they interact with each other. The responsibilities that are required to support these functions are as follows:
Requirement/design:
Participating in requirement gathering sessions and asking the right questions that make the client think about the process they want to use. Not to replicate the clients existing functionality but enhance it.
Must understand the clients needs and translate those requirements into design through an iterative process.
Work must be grouped together and divided into manageable chunks that can be worked in sprints or iterations.
TEG: building an operation/web service with normalized data that can be used on any system of record. It also requires an understand and documentation of the flow of data between the consuming system and the TEG operation. The design, normalization and orchestration must be documented in use cases and process flows.
Must insure that the operation built can be reusable by different consuming applications.
Pega: building a process flow that re-uses existing components of the system (as much as possible). This will require detailed knowledge of the Pega architecture to understand which components (ie pieces of another process flow or data model) can be re-used. It is also critical that the use of configurations is understood so the design insures that configurations are built when needed.
The multi channel aspect of the BPM/Pega build is critical. The system, process flow, configurations and data model should be built to support different channels of interaction (call center, self service, mobile, branch, back office, fraud, collections).
Use cases and process flows to be used as the method to document the design
Support the development team.
In an iterative environment, the developers and WPA work side by side with developers.
Must be able to support and answer questions the developer has and provide business knowledge.
Support testing
Testing approach and plan support to be offered for topic designed by the WPA. Should also support the testing team while testing occurs.

Implementation
Will support clients prior to and after they are fully implemented on the system. This will entailing requirement gathering sessions, direct capture of objective (DCO) sessions and testing support as well as walking clients though how to set configurations within Pega.
TEG support will also so be required for clients. This will require support in understand the operations and testing support.
Will also serve as production support and work issues and enhancement requests as submitted by clients.
Product reinvestment:
Will need to keep up with market and technology trends on how different applications are used.
Requires a close working relationship with the product owners to insure the systems remain modern.
Preferred Qualifications
Typically Minimum 8+ Years Relevant Exp - Experience in document preparation, financial services, solutions design, programming language fundamentals, scripting knowledge, and understanding of data structuring
Business Analysis certification (CCBA, CBAP, BCS), International Diploma in Business Analysis or equivalent a plus

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