Product Support Specialist – EAM

Responsibilities

• Reporting to the Supervisor, Business Applications (Enterprise Asset Management), the Product Support Specialist – Enterprise Asset Management (EAM) will collaborate with a dynamic team of professionals.
• The position is responsible to support the development and sustainment of business processes and workflows and coordinate the solution changes with technical teams.
• The Product Support Specialist will elicit, document and maintain product requirements (epics, user stories and acceptance criteria) for the EAM Backlog.
• The Product Support Specialist will prioritize and clarify business needs for functional enhancements and coordinate with the technical teams on delivery.
• The Product Support Specialist supports the continuous monitoring and updating of system requirements to ensure alignment to current organizational functional needs.
• This position identifies and documents user requirements and collaborates with technical teams to translate them into appropriate solution designs.
• The Product Support Specialist supports the execution of user acceptance testing (UAT) in collaboration with business testers.
• Conducts regular evaluations of business requirements and procedures with the Corporate Asset Management team and Business Product Owners to ensure the EAM solution continues to meet operational needs.
• Liaises with divisional Product Owners and the Corporate Asset Management team, including the representative of the Enterprise Product Owner, to ensure business priorities and acceptance criteria are clearly defined.
• Engages Product Owners from Public Works and Corporate Services to elicit feedback, refine backlog items, and coordinate the rollout of functional changes.
• Provides business-side coordination and prioritization input for assessing and enhancing EAM capabilities.
• Participates in Scrum events as a business liaison when required, providing clarifications on requirements and acceptance criteria (the Scrum Master owns ceremony facilitation).
• Supports the business development and coordination of the execution of user acceptance test cases.
• Collaborates with Scrum Master and Scrum Team, IT and Integration teams to communicate data and interface requirements and to validate outcomes via UAT.
• Receives and addresses inquiries from staff and suppliers professionally.
• Supports the investigation and resolution of system-related issues.
• Liaises with the Corporate Asset Management Office to align EAM functionality with corporate asset management standards, while ensuring data ownership and stewardship remain with business divisions.
• Triages and prioritizes system-related issues and coordinates resolution with IT and vendors; engages CAM when issues are data-related.
• Confirms acceptance that delivered functionality meets defined requirements, scenarios, and workflows through UAT.
• Defines role-based access needs and collaborates with System Administrators on accounts and permissions.
• Develops and maintains comprehensive procedures and documents outlining system functions and structure.
• Works within established IT and Agile processes and best practices.
• Ensures that user community is informed about system issues, scheduled maintenance.
• Cultivates collaborative partnerships with other departments, municipalities, and companies to enhance operational efficiency and foster idea exchange.
• Contributes business requirements and evaluation input during procurement for new or expanded solutions.
• Participates in Agile ceremonies (e.g., backlog refinement, sprint planning, sprint reviews) to provide business clarification and validate functionality on behalf of divisional product owners.
• Supports the development of user stories, acceptance criteria, and business workflow documentation to ensure requirements are clear, testable, and traceable within the Agile backlog.
• Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
• Performs other duties as assigned, which are directly related to the major responsibilities of the job.

• University Degree in Computer Science, Information Systems, or related discipline with demonstrated progressive experience with the sustainment of Enterprise Asset Management Systems.
• Asset management experience demonstrated through an understanding of asset concepts such as hierarchies, service levels, work management, etc.
• Knowledge and experience with Scrum methodology preferred.
• Experience supporting or coordinating major system updates and functional enhancements to enterprise applications.
• Demonstrated ability to translate complex technical processes into business process impacts.
• Familiarity with how enterprise systems integrate (APIs, middleware, data flows) and ability to document related business requirements.
• Able to recommend functional configuration changes based on business needs and collaborate with IT/architecture teams to evaluate sustainable…