Product Maintenance and Enhancements

o  Change Coordination - Documents system maintenance and changes and works with senior analysts for approval and implementation

o  Enhancement Backlog - Handles intake of enhancement requests and works with senior team members to prioritize and determine feasibility. 

o  Actively participate in Agile ceremonies (e.g., daily stand-ups, refinement, sprint planning) to ensure alignment of product priorities. Building Features/User Stories etc

o  Quality Assurance - Performs and documents testing of system changes in pre-production environments and performs smoke testing in production (when applicable).

o  Vendor Relationship – works closely with vendor (internal or external), actively participates in regular meetings, stays informed of product roadmap, and coordinates maintenance and releases.

Product Analysis

o  Analysis – Supports the collection and documentation of user requirements by interacting with end users and internal stakeholders

o  Design – Works with senior analysts and developers to help design software solutions that address the needs of our business partners.

o  Configuration and Customization - Works closely with vendors (internal or external) to meet customer needs, configure and test the application, and prepare environments for go-live.

o  Implementations - Works closely with the business to plan for go-live, ensure knowledge transfer and training, and prepare end users for initial activities within the system.

Data Management and Integrations

o  Data Capture and Flow - Understands how data enters the system, where it flows, and what it means to better support any issues or data transmission failures.

o  Integrations – Helps supports data exchange between various company systems and understands the mechanisms facilitating the integration.

Teamwork and Communication

o  Written Communication - Prepares formal email communications and other documents to be distributed to wide audiences (e.g. downtime messages, go-live announcements, release notes).

o  Collaboration - Builds relationships, communicates, and collaborates with stakeholders, personalities, and technical expertise (e.g. business leaders, end users, vendors, project teams, etc.).

o  Accountability - Motivated to work independently and holds self accountable as an effective way to build trust and drive progress.

Product Support and Documentation

o  Product Support – Triages and resolves support tickets from end users related to questions and issues around the DNA application. 

o  Documentation – Contributes to the creation and maintenance of production documentation, including assisting with education materials, test plans, feature documentation and knowledge base articles

o  Incidents and Requests - Escalates as appropriate, and coordinates resolution across all parties.

o  System Configuration - Completes configuration and access requests in a timely manner.

o  Customer Service - Acts with empathy to provide the highest level of service to resolve issues and answer questions for end users and other stakeholders.

o  Downtime - Supports business preparation for downtime and assists with downtime procedures when initiated. Prepares disaster recovery plans.

o  Information Security - Supports security reviews/requests and maintains appropriate documentation.

Other Duties

o  Practices and adheres to the Code of Conduct philosophy and Mission and Value Statement.

o  Performs occasional after-hours and weekend work for implementations, releases, and support.

o  Performs other duties as assigned.