Product analyst

Job Title

Product Analyst

Bolingbrook, IL

Must be able to work from the Bolingbrook, IL office Tuesday through Thursday. May work remotely from home on Monday and Friday.

$117,957/yr

Product Monitoring and Technical Product Troubleshooting (50%)

• Technical Product Troubleshooting
• Lead technical resources for product issue investigation – work with tech support team members and others to investigate complex product issues, categorize issues, and identify root causes within contractual timelines. Support investigation of escalation up through assignment and acceptance of a SEV defect.
• Coordinate handoff to the Product Owner and development team for issue resolution.
• As requested, participate in customer meetings where these observations are discussed.
• Support root cause investigation to enable creation of proactive measures to prevent recurrence.
• Product monitoring and proactive reporting on SLO/SLAs.
• Proactively monitor live and historical data generated from product and report observations to the appropriate Customer Success Manager and Product Manager or Product Owner.
• Summarize trends against the SLO/SLA goals on the product scorecard.

Product Deployment (10%)

• New install support and product validation support (including pilots) – perform detailed product validation and application engineering support for new installations remotely and onsite as needed.
• Release management – support activities leading up to a completed building to deployment of the software to the field, including validation in customer or supplier lab, and field testing of new software changes as requested. Assist with execution of the software release process (release checklist, rollout meetings, investigate reported issues, etc.).

Cross Department Collaboration (10%)

• Document and train others in new product features; contribute to existing knowledge bases and FAQs for product support activities.
• Assist Sales, Marketing, Product Management, and Customer Success in new feature product launches.
• Customer/team member onboarding – provide support for the area of product responsibility, including demos, training, and customer inquiries/investigations on the product for both customers and internal team members.
• Document support activities, customer issues, and resolutions for reference purposes.

Product Data Analysis and Recommendation (20%)

• Generate a dashboard and track the usage adoption of introduced features against targets. Evaluate the impact of experiments on product adoption.
• Consolidate and generate trend analysis and recommended next steps on customer feedback and NPS.
• Analyze customer and market data trends to support new product offerings; drive expansion opportunities using data research.
• Proactively review and summarize trends in issues occurring and analyze against issues logged in the backlog.

Product and Process Improvement (10%)

• Recommend and champion macro product improvement recommendations, including authoring such ideas, and clarify the recommendation to the Product Owner.
• Educate, mentor, and motivate continuous improvement in product development and within our agile teams.
• Define and recommend tools and processes to drive improvement in team efficiency (via surveys and other mechanisms).

This position requires a Bachelor’s degree or foreign equivalent in Engineering, Information Management, Computer Science, or another related technical field and 5 years of relevant experience in a related position, including internship, release coordinator or similar roles, or related graduate-level coursework. Alternatively, a Master’s degree or foreign equivalent in Engineering, Information Management, Computer Science, or another related technical field and 1–2 years of experience in a related position may qualify.

This position also requires a SAFe Agilist certification.

Previous experience must include the following skill set gained through work experience or completion of comparable coursework:

• Domain knowledge in locomotives and their corresponding data sets.
• Work experience with rail industry maintenance and operation practices and policies.
• Experience with statistical and analytic programming design and technologies such as Power BI, Tableau, or other tools.
• Experience with Microsoft SQL Server to query time‑series databases, including the ability to author queries to mine data for further analysis.
• Experience dealing with large time‑series data sets (big data).
• Experience with CI/CD and the software release cycle.
• Experience with usage analytics, such as Pendo.