Title: Desktop Product Manager

Type: Contract

Length: 7 Months

Location: Pennington, NJ

Role

• Product Analysts and Product Managers perform an interdisciplinary role, acting as an integration point between the business and the various technology partners that deliver our products and services.
• The Product Management team is the primary interface between the Brokerage Wealth Management lines of business and the cross-organizational technology teams in Global Wealth Management Technology, Consumer Technology, and Enterprise Technology and Deliver (ET&) that collectively develop, implement, operate, and support Client Interaction Technology’s (CIT) services.
  
  

The full definition for each of our products and services includes:

• feature and option standards
• policies and exception management
• application interfaces
• manager and user selection / control interfaces
• change management process and policy
• support standards and processes
• pricing and cost-transparent recovery
• In response to business drivers and requirements, Product Management shapes and governs how both internal customers and external clients use and experience voice and other interaction technology services at Brokerage branch offices and contact centers.

Responsibilities

• Product and Service Definition and Analysis.
• Serve as the principal conduit through which requirements and solutions flow between the Line of Business and Technology , Operations, and Support
• Analyze business requirements, system capabilities, and the end-to-end operating model to integrate and release new technology products, product features, services, and applications into current end user service, process, and support models
• Manage business expectations and ensure commitments are met
• Define and document complex products and detailed processes
  Work with Program Management and Line of Business (Project Sponsor) to shape and define product strategy
• Assist Line of Business in development and documentation of Business Requirements Specification (BRS)
• Understand and gather requirements from business users through various channels as required, including discussions, documents that describe current products and services, problem reports and enhancement requests, use case scenarios, surveys, and direct observation of client interactions and/or users at work (site visits)
• Lead requirements analysis and verification, ensuring that requirement statements are complete, consistent, concise, comprehensible, traceable, feasible, unambiguous, and verifiable, and that they conform to appropriate standards
• Identify user classes (segments); document user class characteristics; identify appropriate representatives for each user class
• Participate in BRS reviews and provide sign-off for BRS baseline
• Develop technical estimates based on business requirements specifications (BRS)
• Develop and maintain standard documents and artifacts, such as use cases, standards, policy, service levels, and support frameworks as required by the product management discipline
• Participate in requirements prioritization as required by changing business demands
  Represent requirements using alternative views, such as analysis models (diagrams), prototypes, or scenarios, where appropriate
• Participate in peer reviews derived from requirements specifications, including POC (proofs of concept), mock-ups, wire frames, and call flows to ensure that requirements are being interpreted correctly
• Manage requirements traceability information for integrated products and services
• Enable changes to baseline requirements through effective application of formal change control processes and standard tools
• Follow CIT’s formal SDLC (Software Lifecycle) process for all product and service development, according to established practices and defined timeframes
• Engage in SDLC leveraging Rational Unified Process (RUP), ECMS Waterfall Process, Software Configuration Management (SCM), ClearQuest, and Quickbase as product or service requires
  Decompose high-level business and user requirements into functional requirements in the

Requirement Specification (SRS); specify functional requirements in an appropriate level of detail that is suitable for use by those who must base their work on the requirements

• Write Requirement Specification (SRS) according to standard templates, using natural language simply, clearly, unambiguously, and concisely
• Define quality attributes, external interfaces, constraints, and other non-functional requirements to optimize value and ease of use
• Develop and maintain documentation of product standards, options, policies, and supporting processes
• Provide or support development of end user / business documentation
• Provide testing, deployment, regression testing, and production release support for new functionality

 Product and Service Management and Delivery

• Analyze interdependencies and prioritize projects in the context of competing business drivers and requirements
• Understand the service lifecycle from an end user perspective, bridging the gap between the customer experience and advanced technology services and capabilities
• Ensure a customer experience consistent with existing features, services, and applications
• Optimize products and services through ongoing business analysis, competitive product analysis, task and workflow analysis, and/or customer and user feedback
• Identify, collect and analyze captured metrics to manage business and drive continuous improvements
• Actively consider and avoid potential customer issues with the release of new services
• Proactively prepare internal and external service partners to effectively support services
• Manage through technology upgrades and migrations to ensure continuity of service and product stability, including analysis, planning, risk mitigation, performance metrics and milestones, and partnership with implementation and support teams
• Manage / coordinate with third-party partners and service providers who contribute to the development, implementation, and/or provisioning of our products and services
• Establish Operating Level Agreements (OLAs) with internal partners
• Continually align the product or service with current and future needs of the business and its customers
• Maintain industry awareness of competitor use and deployment of similar products and services
  Effectively retire services as required within the service portfolio
• Provide support and triage analysis for Day 2 production incidents as required
• Provide ongoing Tier 3 support and consultation as required

Qualifications / Experience:

• Detail-oriented, results- and quality-driven, effective communicator
• Demonstrates effective cross-organizational management, able to build a bridge between business strategy / requirements and multiple development teams and service providers
• Can analyze problems, determine root cause, define options, and provide solutions
• Demonstrates effective prioritization and organizational skills with attention to detail, delivery schedule and work product quality
• Creates and executes plans and revises as appropriate to meet the changing needs and requirements of the product or service
• Works within established project management methodology and framework
  Effectively manages relationship and communications with business customers, senior management, partners, and clients
• Effectively uses desktop productivity tools such as Microsoft Office, Project, Visio, and SharePoint
  Possesses a minimum of ten (10) years technology experience with concentration in contact center and/or branch office technology product management and specific skills noted below for at least 3-4 years
• Has successfully completed moderate or large corporate service development and implementation projects
  
  

Contact Center Desktop Product Management

Application Framework: Presentation, Security and Integration
Network: Cisco routers and switches, TCP/IP, 3270/SNA
Provisioning System: Microsoft Active Directory and Microsoft Exchange Administration
Operating : XP, 7
Order Fulfillment and Ticketing: Ariba, Remedy and Clarity
Level 2 Support: Ability to track, troubleshoot, and resolve technical issues for desktop, server, LAN/WAN, and host systems
Financial Management: Budget and forecast, estimates, monthly and consumption reporting

MUST HAVE:
Familiar with the SDLC Process
Taking business requirements through to production

Best Regards

Krishna Mohan

ApTask | Certified MBE

379 Thornall Street, 2nd Floor

Edison, NJ 08837

EMail: kmohan@aptask.com

Desk: 732-734-4826

Fax: 732-400-8480

Website: www.aptask.com