Product analyst

Responsibilities

• Technical Product Troubleshooting: Lead technical resources for product issue investigation - Work with tech support team members and others to investigate complex product issues, categorize issues, and identify root causes within contractual timelines. Support investigation of escalation up through assignment and acceptance of a SEV Defect. Coordinate handoff to the Product Owner and development team for issue resolution. As requested, participate in customer meetings where these observations are discussed. Support root cause investigation to enable creation of proactive measures to prevent recurrence.
• Product Monitoring and Proactive Reporting: Proactively monitor live and historical data generated from product and report observations to the appropriate Customer Success Manager and Product Manager/Product Owner. Summarizes trends against the SLO/SLA goals on the product scorecard.
• New Install Support and Product Validation: Perform detailed product validation and application engineering support for new installations remotely and onsite as needed. Release Management: Support activities leading up to a completed building to deployment of the software to the field, including validation in customer or supplier lab, as well as field testing of new software changes as requested. Assist with execution of software release process (release checklist, rollout meetings, investigate reported issues, etc.).
• Cross Department Collaboration: Document and train others in new product features; Contribute to existing knowledge bases and FAQs for product support activities. Assist Sales, Marketing, Product Management, and Customer Success in new feature product launch. Customer/team member onboarding - Provide support for the area of product responsibility, including demos, training, customer inquiries/investigations on the product both for customers and internal team members. Document support activities, customer issues, and resolutions for reference purposes.
• Product Data Analysis and Recommendation: Generate a dashboard and track the Usage Adoption of introduced features against targets. Evaluate the impact of experiments to impact product adoption. Consolidate and generate trend analysis and recommended next steps on Customer Feedback and NPS. Analyze customer and market data trends to support new product offerings; drive expansion opportunities using data research. Proactively review and summarize trends in issues occurring and analyze against issues logged in the backlog.
• Product and Process Improvement: Recommend and champion macro product improvement recommendations including authoring of such ideas, and clarify the recommendation to Product Owner. Educate, mentor, and motivate continuous improvement in product development and within our agile teams. Define and recommend tools and processes to drive improvement in team efficiency (via surveys and other mechanisms).

Requirements

• Bachelor's degree or foreign equivalent in Engineering, Information Management, Computer Science or other related technical field and 5 years of relevant experience in a related position including Intern, Release Coordinator or similar or related graduate level course/work. In the alternative, Master's degree or foreign equivalent in Engineering, Information Management, Computer Science or other related technical field and 1-2 years of experience in a related position including Intern, Release Coordinator or similar or related graduate level course/work. This position also requires SAFe Agilist certification.
• Previous experience must include the following skillset gained through work experience or completion of comparable coursework: Domain knowledge in locomotives and their corresponding data set. Work experience with rail industry maintenance and operation practices and policies. Experience with statistical and analytic programming design and technologies, such as Power BI, Tableau or other tools. Experience with Microsoft SQL Server to query time-series database including ability to author queries to mine data for further analysis. Experience in dealing with large time series data sets (Big Data). Experience with CICD AND the Software Release Cycle. Experience with usage analytics, such as Pendo.

Qualifications

This is a hybrid position with some telecommuting flexibility. Must be able to work from the Bolingbrook, IL office Tuesday through Thursday. May work remotely from home on Monday and Friday.

Skills

Domain knowledge in locomotives and their corresponding data set. Work experience with rail industry maintenance and operation practices and policies. Experience with statistical and analytic programming design and technologies, such as Power BI, Tableau or other tools. Experience with Microsoft SQL Server to query time-series database including ability to author queries to mine data for further analysis. Experience in dealing with large time series data sets (Big Data). Experience with CICD AND the Software Release Cycle. Experience with usage analytics, such as Pendo.

Benefits

N/A

Pay

$117,957/yr

Schedule

Hybrid position with some telecommuting flexibility. Must be able to work from the Bolingbrook, IL office Tuesday through Thursday. May work remotely from home on Monday and Friday.