Senior IT Product Specialist

Job Duties :

• The Product Specialist will work with the Program users to properly capture / troubleshoot issues and assist with resolution, ensure proper follow-up occurs and that all issues are resolved within an estimated timeframe
• Conduct / document Root Cause Analysis (RCA)
• Ensure needed updates and enhancements are captured - work closely with the Project Management team during all the phases of the Projects (both Minor / Major enhancement Projects) and provide feedback on product design changes - features and user experience
• ct as a liaison between various teams such as, program staff, development teams, Database Administrators (DBAs), network and security teams, vendors, and consultants, ensuring smooth communication and collaboration
• Conduct meetings with impacted teams for issue resolution and for providing updates on minor enhancements.
• Track progress of the Minor Enhancements within the Project Tracker (A salesforce application)
• Work with the users in gathering / documenting business requirements and workflows
• Create and update Topologies for supported Primary and integrated applications
• Present Topologies at the Architecture Review Board (ARB) Meetings for approval / feedback
• Investigate, prioritize, and follow-up on application bug fixes / issues and enhancements
• Work with the vendors and NYC Office of Technology and Innovation (OTI) in completing Cloud Service Agreements (CSA) and other required IT / Program Agreements and documentation for the supported applications
• Collaborate with the IT Security / OTI teams for completing Software Security Assurance Process ( SSAP ) / Application Scans / Rapid7 Scans and any other HIPAA / Audit or other mandated scans and work with IT / Vendor teams in resolving the identified vulnerabilities
• ssist users with creating / updating test scripts / test plans and if required assist in conducting UAT
• Coordinate all testing activities and ensure timely deployment of changes
• ssist with system deployments, upgrades, QA-UAT, and post-production support
• ssist in application usage and other administrative actions within the application
• Troubleshoot issues and perform system maintenance tasks

Qualifications and Requirements :

DDITIONAL DESIRED QUALITIES

Experience working with the public health sector a plus