Product Specialist (Entry)-Regulatory Affairs-R&D-CS-US

Data Team Role

The successful candidate will be part of our Data Team. This role will focus on utilizing Dashboards and Metrics that focus on API and System(s) Health checks, analysis, creating technical documentation, creation of troubleshooting playbooks, and creating knowledge base articles that support our team for triage of incidents. In addition to the technical responsibilities, this role will also require interaction with Engineers, Data Stewards, and other Product Specialists within the team to help define best practices, and understand and document engineering workflows while troubleshooting issues within the ecosystem. A person that would support the IT support strategy on an enterprise level and enforce best practices when managing an incident queue. The candidate must have a solid background in Customer-focused applications and systems, critical thinking skills, documentation creation, and implementation, as well as exceptional communication skills.

Job Responsibilities

• Coordination amongst other Product Specialists within and outside of the team for Playbook Troubleshooting and escalation documents for ServiceNow (SNOW). • Creation of escalation of incident documentation within ServiceNow. • Monitoring of Dashboards and Alerts within the Location360 Enterprise ecosystem. • Assistance creating Grafana Dashboard alerts. • Creation of Diagrams that outline the architecture and workflows within the Location360 Enterprise ecosystem. • Proactively support and monitor API’s and Applications within the Location360 Enterprise ecosystem. • Curation and creation of Knowledge Base Articles while partnering with Location360 Data Stewards and Engineers. • Collaborate and Train others on the usage of ServiceNow Incident Management. • Be the Primary contact (first responder) for the first tier of support for Location360. • Collaborate and Coordinate with other Product Specialists within the Location360 Organization as well as other Orgs that integrate with the Location360 Data team for best practices and solutions to support workflows. • Coordinate with Data Stewards and Engineers to create robust and easy-to-follow troubleshooting diagrams and workflow documentation. • Support both Geospatial Data Stewards and Geospatial Engineers in various approval workflows and geospatial data requests and incidents. • Communicate to business stakeholders, engineers, data stewards, and other product specialists to provide background information regarding the engineering issue/system at hand. • Have previous knowledge or experience working in a support-focused ecosystem.

Minimum Requirements

• Bachelor's degree or 3+ years of related experience. • Solid foundation and understanding of support-focused environments. • Some experience working in an agile organization with a good understanding of agile development and continuous deployment. • A track record of working within a fast-paced, dynamic, team-oriented environment. • Excellent organizational, verbal, and written communication skills. • Openness to learning new technologies and applying them to daily tasks. • Ability to quickly shift priorities from low priority issues to higher, and more widespread critical outages.

Desired Qualifications

• Experience working with ServiceNow Incident Management Software • Experience creating and utilizing Grafana Dashboards and Google Cloud Dashboards for API/Application health checks with experience creating alerts. • Previous experience working in a large agile environment • Professional teaching experience using Support Best Practices • Ability to call an API using Postman, Python, or R • Understanding of AWS and AWS resources • Understanding of Google Cloud and Google Cloud resources.