Collaborates with business units to develop business plans, as well as designs, produces, launches, and advertises organizational products and services.
The Product Specialist collaborates with business units and coordinates with cross-functional teams to provide strategies, product development, and training solutions. Assures the product meets specifications.
As a Product Specialist with the NJ Division of Developmental Disabilities, the candidate will perform technical and application support functions including, but not limited to:
- Provide tier 1 support for Division applications
- Provide first level contact for incoming service requests
- Review incoming service requests for knowledgebase solutions
- Collect information from user for service requests
- Track, route and redirect unresolved service requests to correct resources
- Escalate complex issues to Tier 2 Service Desk resources
- Provision application access
- Identify and Route Data Exceptions
- Walk users through problem solving steps
- Convey resolutions of service requests to users
- Resolve and Close low-level service requests
- Perform proper recording and documentation of activities and solutions
- Perform periodic knowledge base review
- Perform user access audits
- Perform user acceptance testing
This role will report through the Support Manager
Required/Desired Skills
| Skill | Required /Desired | Amount | of Experience |
|---|
| Strong Microsoft productivity software skills | Highly desired | 2 | Years |
| Experience performing user acceptance testing on web applications | Highly desired | 2 | Years |
| Extensive experience with Windows operating systems | Required | 2 | Years |
| Excellent analytical and logical skills | Required | 2 | Years |
| Experience using knowledge base and ticketing systems | Highly desired | 2 | Years |
| Experience providing end user system support | Highly desired | 2 | Years |
| Experience providing tier 1 IT and application troubleshooting | Highly desired | 2 | Years |
| Experience troubleshooting browser dependency issues | Highly desired | 2 | Years |
| Experience with providing direct customer service | Highly desired | 2 | Years |
| Experience with bug documentation and bug lifecycle | Highly desired | 2 | Years |
| Experience with MAC OS | Highly desired | 2 | Years |
| Experience with workstation troubleshooting | Highly desired | 2 | Years |
| Experience with Android OS for mobile device | Nice to have | 2 | Years |
| Working knowledge of application and desktop security concepts | Highly desired | 2 | Years |
| Experience with remote desktop control tools | Nice to have | 2 | Years |
| Experience writing SQL Queries | Nice to have | 2 | Years |
Questions
| No. | Question |
|---|
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? |
| Question2 | What is your candidate's email address? |
| Question3 | Where does your candidate currently reside (City & State)? |
| Question4 | Do you agree to the maximum hourly Vendor Rate of $$$ (excluding the Efficiency Fee)? |