Product Manager - Support

When you're the best, we're the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Summary:

In this role, you will support the aptitude service center and training implementation process, to include all product suites within aptitude. You will collaborate and influence new/existing users across various internal departments to meet internal and external stakeholder needs and align to company strategies. You will partner with application development and product management to translate business requirements to resolve technology issues or get built into roadmap initiatives. You will play a vital role in ensuring that our users have the necessary tools and knowledge to effectively utilize our technology resources.

Responsibilities:

• Provide first-level technical support to end-users, troubleshooting issues, and resolving technical problems in a timely manner.

• Conduct training sessions to assist users in understanding and effectively utilizing aptitude, including identifying and instructing users on workarounds, when appropriate.

• Collaborate with cross-functional teams to identify common issues and implement solutions to improve system performance and user experience.

• Stay up to date with the latest system advancements to provide proactive recommendations and support for system upgrades and enhancements.

• Build a strong understanding of current business processes, objectives and challenges to suggest solutions and improvements, then gain stakeholder trust by effectively addressing the concerns to further long-term interests.

• Monitor and track support requests, ensuring timely resolution and providing regular updates to users regarding the status of their requests.

• Develop and maintain accurate knowledge articles related to support activities, including troubleshooting steps, resolutions, and user feedback.

Qualifications:

• Relevant degree preferred

• 2 or more years of relevant experience required.

• Experience working with a technology platform, in a service support center or a product management/ownership role preferred.

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Strong problem-solving skills and the ability to think critically to diagnose and resolve technical issues.

• Ability to work independently and prioritize tasks in a fast-paced environment.

Estimated Hiring Range:

This position is also incentive eligible.

Vizient has a comprehensive benefits plan! Please view our benefits here:

http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.