SaaS Product Support Specialist

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SaaS Product Support Specialist

Job Responsibilities

The SaaS Product Support Specialist will have the following responsibilities:

• Configuration Management
  
  

Analyze business requirements and configure the SaaS applications accordingly.

Configure features, workflows, and settings to align with business-specific needs.

Implement and maintain configuration management best practices.

• Business Collaboration
  
  

Collaborate closely with business partners to understand their business processes and tailor the SaaS solution to optimize efficiency. Conduct regular meetings to gather feedback, discuss configuration changes, and ensure business satisfaction.

• Technical Expertise
  
  

Possess an understanding of the SaaS application architecture. Stay informed about updates and new features of the SaaS platform to optimize configurations. Troubleshoot and resolve configuration issues promptly.

• Documentation
  
  

Create and maintain detailed documentation of configurations, customizations, and client-specific requirements. Provide comprehensive training to clients and internal teams on the configured solutions.

• Quality Assurance:
  
  

Conduct thorough testing of configured solutions to ensure they meet quality standards and adhere to best practices. Collaborate with the Quality Assurance Analyst to address and resolve any issues identified during testing.

• Continuous Improvement
  
  

Proactively identify opportunities for improvement in the configuration process.

Work with DIG personnel to enhance the configuration and flexibility of the SaaS applications.

Key Activities

Activities include:

• Support our business partners with configuring various SaaS-based solutions (such as finance, customer data platform, product information management platform, and digital asset management platforms).
• Act as tier 2 support for SaaS-based solutions and interact with vendors to resolve tier 3 issues.
• Understand business partner use cases and provide expertise on how SaaS-based solutions can meet those needs.
• Create SaaS usage metrics for quarterly reporting and to support use cases.
• Review vendor upgrade release notes to understand the impact of changes to SaaS systems and supporting business processes.
• Work with business partners to create product roadmaps for SaaS use cases.
• Work with the data team to understand the classification and use of data contained within SaaS systems.
• Work with the security team to configure appropriate SaaS security models.
• Assist with testing new versions of SaaS applications
• Work with technical writer/trainer to develop SaaS job aids and documentation