Product Management & VIP Support Specialist

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Title:

Product Management & VIP Support Specialist Overview:

The Product Management and VIP Support Specialist serves as the service owner for assigned technology products and provides proactive, high-touch technical support to University leadership and other designated VIP clients.

The position manages product planning, requirements, lifecycle, adoption, documentation, risk, vendor performance, service quality, and continuous improvement. Working across technical and business teams, the specialist translates user needs into practical service improvements, communicates changes, coordinates incidents and implementations, and ensures assigned services are secure, reliable, supportable, and aligned with University priorities.

The projected salary range for this position, which represents the full range of anticipated compensation, is: $70,000 to $79,181 annually.

• Serve as product or service owner for assigned technologies, including Google Workspace, Zoom, Qualtrics, voice and collaboration services, and other platforms assigned by leadership.
• Own and manage the University’s Extron deployment, including platform standards, configuration, lifecycle planning, vendor coordination, documentation, support readiness, and continuous service improvement.
• Gather, document, and prioritize requirements from users, stakeholders, support teams, and University leadership.
• Maintain product roadmaps, service documentation, configurations, licensing information, support models, dependencies, vendor contacts, and lifecycle plans.
• Plan and coordinate implementations, upgrades, releases, feature adoption, service transitions, and product retirement.
• Identify operational, security, continuity, support, and vendor risks and coordinate practical mitigation plans.
• Establish service goals and success measures. Use service data, customer feedback, adoption information, and industry practices to recommend improvements.
• Prepare clear status reports, briefings, and recommendations for leadership and stakeholders.
• Coordinate incidents, requests, and escalations so assigned services meet established service levels and performance goals.
• Create and maintain user guides, knowledge articles, training materials, internal procedures, and escalation documentation.

• Provide responsive, discreet, and high-touch technical support to designated VIP clients.
• Maintain regular contact with VIP clients, anticipate technology needs, and coordinate support for device refreshes, account and access changes, meetings, events, travel, and remote work.
• Troubleshoot client computers, peripherals, mobile devices, collaboration tools, network and remote access, identity, and multifactor authentication issues.
• Coordinate with internal technical teams, vendors, and service providers; manage escalations and communicate status through resolution.
• Protect confidential information and follow University privacy, security, and acceptable-use requirements.
• Build trusted relationships that improve communication between User Services and the VIP community.

• Work within established IT service management practices, including incident, service request, problem, change, knowledge, and service-level management.
• Build effective working relationships with team members, managers, customers, vendors, contractors, and affected departments.
• Communicate outages, changes, releases, service expectations, risks, and product information clearly to technical and nontechnical audiences.
• Coordinate with vendors and managed service providers to ensure timely delivery, service quality, issue resolution, and completion of planned enhancements.
• Facilitate requirements discussions, product meetings, decisions, and resolution of conflicts or competing priorities.
• Ensure solutions consider accessibility, information security, privacy, supportability, and the operational needs of the University.

• Lead product teams, service improvement efforts, and technology implementations as assigned.
• Serve as the Service Desk team leader in…