Product Experience Specialist

We are looking for a technically focused Product Experience Specialist (PES) to join the Office of Information Technology. The Product Experience Specialist (PES) directly supports college business owners and their cloud-based tools in achieving their business objectives and delivering a world-class customer experience. This position is responsible to the business owner, IT, and the product vendor for ensuring alignment with configuration, testing, initial post-implementation training, communications, functional and technical support, and ongoing troubleshooting to drive the adoption, consumption, expansion, and continual maintenance of the tools, integrations, and electronic assets.

• Domain Expertise: Demonstrate deep domain expertise in system configuration, ongoing development, end user engagement, communications, and technical support of assigned tools.
• Product Expertise: Provide expertise on the assigned product’s features, capabilities, dependencies, and technical and functional limitations.
• Advocate: Act as a Subject Matter Expert (SME) advocate to identify, analyze, and understand SME and end-user issues and needs, then work on their behalf to achieve resolutions.
• Problem Solving: Engage with SMEs and end users to review, analyze, and resolve simple to complex product and functional issues.
• Engaged Support: Confidently support users through multiple channels, including in person, email, phone, and Teams.
• Proactive: Proactively offer technical assistance to users and respond to tier two support inquiries.
• Continuous Improvement: Review, analyze, support, and test product release functionality to expand the knowledge base on upcoming features and enhance the user experience and satisfaction with business operations.
• Communication: Initiate operational and system enhancement feedback from end users, peers, and the internal team.
• Documentation and Training: Collaborate with SMEs, IT, and other stakeholders to support the development of product documentation, training programs, and materials to ensure consistent alignment with tool capabilities and business needs and to improve the user experience.
• Product Enhancement: Provide feedback to vendors for process improvements, new or improved functionality, and operational efficiencies related to daily procedures.
• Cybersecurity and Compliance: Support the cybersecurity team by ensuring systems, data, and tools remain current with security settings and features to support ongoing regulatory compliance.

• Strong empathy toward others
• Service-oriented mindset
• Effective time management and scheduling skills
• Manage high-pressure, stressful, and tense customer encounters consistently with calmness, professionalism, and the highest degree of respect
• Comfortable with learning, using, and supporting information systems
• Troubleshoot problems methodically, independently, and with minimal supervision
• Effectively manage multiple concurrent work streams (e.g., multiple support tickets, tasks, etc.) simultaneously while maintaining strong attention to detail
• Sound personal and professional judgment and decision-making skills
• Ability to understand, interpret, and document detailed process content
• Work well with leadership, peers, stakeholders, and end users
• Appropriately prioritize projects and tasks
• Prompt, attentive, and dependable
• Ability to work independently and as part of a team
• Ability to take initiative
• Demonstrated proficiency in oral, written, and interpersonal communication skills
• Ability to handle complaints and problem-solve effectively
• Great attitude
• Maintain the ability to receive feedback and constructive criticism
• Willingness to receive additional training to improve job skill set
• Understand and apply change management best practices
• Knowledge of project management methodologies and tools
• Ability to guide and support the SME in managing cloud-based tools and platforms, including client support, SLA management, and continuous improvement
• Ability to develop and deliver high-quality training to end-user groups

• Ability to perform technical review of existing solutions and develop compelling business case proposals for strategic…