Digital Product Analyst

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Sustainment operations

• Be the first contact point in Product to receive product support calls and emails from LOBs and Helpdesk, perform high level troubleshooting and help triage the issues to the corresponding product teams and vendors.
• Assist in maintaining user accounts and role assignments upon receiving user access request approvals.
• Be the representative from Product to work with LOB working levels to formulate standard operating procedures (SOP) of handling production issues.
• When necessary, assist in conducting data patching or recovery processes due to system failures or software bugs.

Handling requests and feedback

• By hosting regular product-operations update meetings and occasionally sitting in live support calls or observing guest interactions on site, collect, receive and document requests and feedback from other LOBs.
• Summarize the collected requests in major themes, keep track of their patterns and report them back to the corresponding product teams for further prioritization and solutioning.

Be the expert in product features and launch executions

• Be actively involved in the preparation and coordination of product launch activities, including but not limited to preparation of training materials such as user manuals and FAQs, conduct trainings for LOBs, and prepare release notes for the launches. 
• Help document and maintain product launch scope and detail behavior in JIRA and team wikis.

Help assist in product discovery and researches

• Assist Product Managers in conducting product discovery and researches by aligning with CIMA team, LOB representatives and vendors, and collecting necessary data by working with HK & US product teams, CIMA teams and Data Warehouse team.

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