Product Support Specialist - Friday Media Group

Sayers Common, Brighton

Closing date: 05/12/2017

With strong local roots, but an international footprint, Friday Media Group is a great place to work. We’re a positive bunch, full of drive and not scared of hard work, but there’s no hint of ‘corporateness’ – we prefer the relaxed and friendly approach. We try to devolve responsibility as much as possible, which means there’s freedom to make decisions and, well, do your job.
There’s a lot going on here, and we’re not scared to try new things or change direction, so you’ll never be bored. We have about 80 brands to our name – some long-established market leaders, some just starting out in the world. Most of them aim to create value by bringing people together; buyers and sellers, recruiters and jobseekers, brokers and customers.

Job Description:

Job Description

As the Product Support Specialist, you will be responsible for supporting the operational functions within the business and the key systems that fall within that. You will be joining us at an exciting time, working alongside various internal teams on the optimisation of our systems and processes, reporting directly to the Senior Business Analyst.

We want our internal systems to deliver indispensable value to our users, and to be a pleasure to use. As the Product Support Specialist you will engage directly with the end-users to implement IT solutions and procedures that help us achieve this.

Working in the dynamic environment, you must be a fast learner, with the “can do” approach. You should be analytical and process-driven by nature with the ability to identify and solve inefficiencies, along with the capability to grasp technical capabilities and translate them into system functionality is crucial.

This will include (amongst other things and in collaboration with the Group business teams):

  • Observing and modelling identified processes to create efficient IT & operational improvements.What are the genuine user needs? How can they be solved?
  • Prioritising requirements in line with the user needs and the business strategy.
  • Conducting and overseeing the implementation of system changes by working with our Project Management & development teams, whilst updating stakeholders on the progress.
  • Resolving user queries and facilitating supporting documentation & training as required.
  • Testing and signing off the changes. Is the process-flow logical?, does it make life easy for the users? Does it solve the problem we set out to solve?
  • Rolling out & monitoring post-implementation usage and evaluating the benefits realisation to propose later iterations of the solution.
Skills Range:

In more detail, you’ll be…

  • Observing and analysing current products – are customers getting value?Are they hitting obstacles? Why are they not renewing or upgrading?
  • Researching the scope of new opportunities: How big is the market? Who are the competition and what are they doing? How much money could the Group stand to make?
  • Researching the new product/feature in greater depth: What are the customer needs? What’s it worth to a customer to have those needs solved?
  • Planning the development with the Project Management team – what resource is needed, what are the costs, what are the timescales? From these questions, prioritising developments.
  • Planning/speccing out the product itself: user experience planning, mockups/wireframes, design briefs.
  • Creating a process for fulfilment of the product (and planning resource), including customer service needs and processes.
  • Producing a timetable for taking the product to market
  • Thoroughly testing the product: is it intuitive, does it make life easy for the user? Does it solve the problem we set out to solve?
  • Collecting feedback and analysing data after launch to inform later iterations of the product. This might include, for example, accompaniments with salespeople, listening to sales calls etc.
Person Specification:

Necessary Skills & Desired Characteristics

  • Analytical mind & problem-solving skills, with the ability to relate to the users and processes.
  • Must be self-motivated and a fast learner in a dynamic environment.
  • Capability to produce and manage clear requirements, process & technical documentation.
  • Ability to effectively manage stakeholder expectations and communicate system changes to both, technical and non-technical audiences.
  • Natural inquisitiveness/curiosity, particularly when it comes to new technologies and product inventions.
  • Open mind to test new concepts and ideas.

Experience preferred but not compulsory:

Minimum 1 year experience in a similar role such as; business analyst, product owner, data/BI analyst, IT support, tester, operations or project manager.

Key Area: Production Management 15-1199.09Production Management
Salary: 25,000 - 30,000
Attendance: Full-Time

No agencies please

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