Product Support Specialist

2 weeks ago

Warrington, United Kingdom United Utilities Full time

We have a great opportunity for a Product Support Specialist to join our Product Support team in Digital Operations. As role holder you will manage, support, maintain and develop a number of products and systems by internal resource and/or partner services for and on behalf of customers across the whole product eco-system.

**Job Accountabilities**:

- Analyse, design, develop and quality assure business process procedures, programs and software solutions in specialised areas to meet user requirements
- Drive improved efficiency of digital products and processes to deliver an improved customer experience and service at optimised cost
- Develop solution architecture roadmaps and operational processes and procedures
- Partner with other Digital strategy and operational disciplines to develop reference architectures and integrated best practices
- Co-ordinate the resolution of product related incidents problems, ensuring adherence to agreed processes to minimise disruption and maintain service availability
- Review and coordinate activities to identify and mitigate risks associated to digital products
- Maintain, manage and prioritise product release schedules for the systems and underlying infrastructure, including the planning, delivery and review of each deployment
- Work directly with business users, implementation team members, infrastructure teams, 3rd parties and security teams to assist with designing, developing, testing, and implementing new functionality
- Co-ordinate and schedule non-routine change and maintenance activities to deliver product lifecycle value
- Review, design and fulfil requests for complex non routine product services
- Review 3rd party and project documentation to ensure compliance to strategy and quality standards
- Provide coaching and guidance to team members to for the relevant technologies and standards
- Work with key stakeholders to identify service improvements
- Provide 24/7 support for maintenance and support activities as part of an on call rota or as a point of escalation where applicable
- Effectively manage key product stakeholders to allow collaborative decision making and build trust by creating clear communication and feedback channels
- Provide cover for manager and peers
- Ensure the Health, Safety and Wellbeing management framework is embedded in all activities and our Health and Safety belief statement is a reality
- Participate in the product minor enhancement process (where applicable) validating, prioritising and co-ordinating with product owners and their respective teams

**Knowledge and Skills**:

- Typically requires formal accreditation, degree level qualification or significant experience gained through formal training
- Functional and technical expertise in Corporate Systems technology areas: For example, OsiSoft, Netbase, PayGate, Horizon, BMC Remedy, CostPerform
- Good understanding of the key digital technologies
- Detailed knowledge of the product development lifecycle and related methodologies
- Experience of operating ITIL processes and standards
- Broad business knowledge, including the understanding of ‘end to end' process operation
- Ability to develop and manage problem resolution and service improvement plans
- Ability to translate advanced technical issues into understandable terms for non-technical users and to convert business requirements into technical solutions
- Experience of risk management

**We need fantastic people to enable us to deliver a great service to the public. We are committed to reaching and recruiting from every community and then supporting employees to achieve their full potential ensuring they feel valued and included, regardless of their gender, age, race, disability, sexual orientation or social background.**

**Closing Date**:18/05/23

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