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Specialist I - Product Support

Company: UST Global
Location: San Diego
Posted on: June 13, 2021

Job Description:

Role Proficiency:

Manage execution of product configuration product testing product release and support; meeting the quality and timeframes set by contract.


  • Understand and analyse business and technical requirements and its impact to the product application and system
  • Consult customers to design and recommend solution architecture.
  • Recommend configuration approach/design based on interactions with customers/stakeholders
  • Manage small and mid- sized projects of the following nature: Product implementation Product Upgrades Product updates Application Maintenance and support etc.
  • Responsible for Product planning and execution for small and mid- sized projects
  • Mentor and guide Product Specialists Product Leads and Product Associates
  • Manage non-functional requirements as required within the project scope

Measures of Outcomes:

  • Customer process compliance
  • Adherence to timelines for project delivery
  • Customer feedback on support provided
  • Number and quality of training programs conducted
  • Customer Satisfaction Score
  • Compliance to architectural design guidelines and standards
  • Compliance to industry domain standards and guidelines
  • Personal and team achievement of quarterly/yearly objectives (OKR Assignments)
  • Number of reviews conducted
  • Achievement of SLAs
  • Number of process improvements suggested and implemented

Outputs Expected:

Product Consulting:

  • Work with the client technical team to understand the eco system;
  • Analyse customer requirements challenges from an IT and business process perspective by interacting with the customer architects and SMEs; reviewing documentation
  • Provide recommendations (e.g. product implementation platform identification architecture suitability gap analysis customization; bolt on development and integration product maintenance)

Design & Implementation:

  • Provide guidance to the team from a product perspective and suggest solutions. Participate and provide input in design and architecture reviews. Identify issues and drive to closure;
  • Review all deliverables per the support checklist. Conduct demos for customers as and when required.


  • Identify best practices share and ensure adoption of best practices (e.g. support artefacts interface and tools etc.) by the team.
  • Provide ideas for new product asset new features and functions in a product.

Capability Building:

  • Prepare summary and detailed case study for the project.

Project Management: (Small & Medium Sized):

  • Interact with customers to identify customer expectations and ensure all customer issues are resolved appropriately;
  • Prepare estimation guidelines. Review estimates and impact analysis etc. as prepared by the Product Lead
  • Understand the complexity of the projects. Identify and involve the right mix of resources. Identify the tracks / modules and allocate the same to Product Leads (Small & Medium sized)
  • Identify the various stakeholders. Identify the dependencies and manage the same;
  • Oversee offshore onsite coordination to ensure transition of information (handshake) and query resolution related to project execution; report updates.
  • Maintain documentation (e.g. defect prevention checklist metrics etc.). Collate status report and present the same to the customer;
  • Work with the various track leads to ensure delivery; discuss and resolve feasibility issues with the customer;
  • Coordinate with the quality team to meet project and process compliance;

Knowledge Management:

  • Follow up with team members to ensure updating of all relevant documents in Knowledge Management post completion of each project and module.

People Management:

  • Coach to learn
  • Enable careers of team members (Leads Associates)
  • Build positive working relationship with principal product consultants product consultants and the products and professional services functional team; customer account team service line teams and support teams
  • Build positive working relationship with customer stakeholders (Engineers Architects Vendor Management Directors etc.)

Skill Examples:

  • Uses Domain / Industry knowledge to contextualize the solution to the industry. Assess the domain specific risks to the solution review the business requirements captured and assess the gaps. Participate in business requirement workshops to generate ideas w.r.t domain specific KPIs reporting requirements etc.
  • Uses UST and other chosen COTS Product Features and Functionality knowledge to understand the complex functionality (areas) in the product/custom components (native and outside product). Relate various modules to one another contribute and participate in various product-specific solutions for a specific project / client / organization. Build training materials and assessments for the product sharing best practices with other teams. Leverage the best practices already followed within the product CoE; ensuring consistent reusability of tools and best practices across projects
  • Uses Competitive Products Landscape knowledge to convey best practices from other product CoEs. Build solutions that can be used across products. Participate in product consulting engagements
  • Uses Different Implementations knowledge to define best practices proposing optimal solutions and recommendations at the enterprise level
  • Uses Technology Concepts knowledge to identify and recommend open source / in-house tools or accelerators based on technology Create HLD for a complex project (with multiple towers); defining POV/ recommendations on design to the customer. Develop framework / accelerators for optimal solution development. Evaluate new versions of products (beta version) and new products in the market. Enable a lab setting using the latest technology. Provide thought leadership (seminars while papers IP etc.) and mentor the team to build the necessary capabilities
  • Uses Configuration Management experience to identify best practices. Define the CM plan checklists naming standards version control. Access privileges provide information articulate and demonstrate work during configuration audits. Conduct audits and report findings. Define code branching and merging guidelines and process customize the CM process/ tools based on customer needs
  • Uses Software Development Process Tools & Techniques understanding to implement large scale improvement for software development process methodology and tools. Develop new processes frameworks and methodologies for new technology; importing best practices and industry trends in SDLC
  • Uses Testing Process Tools & Techniques knowledge to conduct developer integration testing as per the agreement. Support system integration testing (functional/technical); reviewing test cases and scenarios for the modules. Review and mentor team during test execution. Support defining the test strategy and scenarios
  • Uses Defect Management experience to understand the business impact of defects; prioritizing the defects based on their criticality and severity. Participate in defect triage meetings and interpret the results. Identify and analyse root cause of defects rectifying defects as required
  • Uses Project Management Tools and Techniques knowledge to plan and manage simple small or medium size projects and modules as defined within UST. Identify risks and mitigation strategies and implement the same to manage simple small or medium size projects and modules. Identify critical path and manage dependencies within a small project
  • Uses Project Governance Framework knowledge to create or customize RACI matrix and governance framework for small or medium size projects. Support development of the communication protocols. Establish and follow an escalation matrix for small or medium size projects. Create reporting mechanisms for small to medium size projects and modules as defined within UST
  • Uses Project Metrics knowledge to understand relevance in project. Collect and collate project metrics; sharing with the relevant stakeholders. Understand and apply the tools used to track metrics
  • Uses Estimation and Resource Planning knowledge to create estimate and plan resources for specific modules and small projects with detailed requirements in place conduct impact analysis for changes; analyse corresponding impact to overall estimates resource loading and MPP (re-baseline)
  • Uses Requirement Gathering and Analysis comprehension to raise ambiguities on shared requirements. Create requirement management artefacts (such as traceability matrix etc.). Provide input and create estimates and solutions (based on the size of the project) Identify impacted areas based on the change requests. Understand the data and model based on requirements; create/review design artefacts and apply common requirements repository in context of project/program
  • Uses Solution Structuring knowledge to customize UST service offerings for customer needs; providing thought leadership based on the pattern to come up with additional service offering. Carve out complex solutions / POCs for a customer based on their needs. Recommend technology specific accelerators and tools for the overall solution along with optimal features e.g. time savings cost benefits. Build strategies standards and guidelines for the existing service. Assist with the creation of a Product Solution Roadmap for clients
  • Uses Knowledge Management Tools & Techniques experience to plan and implement knowledge management program (comprising of creating knowledge artefacts training review and update to the artefacts leveraging existing artefacts) for a specific client project. Promote continuous knowledge management evaluate the pros and cons of different knowledge management tools and techniques; recommend the most appropriate technique as applicable. Write white papers/ blogs at internal and external level. Harness project level learning and contribute to the organization level repository. Build training materials and assessments for technologies and functionalities. Conduct training and define KM & KT measurement metrics to ensure effectiveness
  • Uses Technical Standards Documentation & Templates knowledge to review the documents appropriate for project needs. Review the documentation appropriate for the reusable assets best practices and case studies. Create and continuously modify the documentation standards necessary at the project level. Recommend and / implement tools and processes that can track compliance to defined technical standards at the project level

Knowledge Examples:

Additional Comments:


Keywords: UST Global, San Diego , Specialist I - Product Support, Other , San Diego, California

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