eepoint Product Technology Support Coordinator

WTW•Philadelphia, PA

51d•Remote

About The Position

We are seeking a highly skilled individual with a strong background in both defined benefit retirement business and technology. The ideal candidate will have hands-on experience coding systems and a deep understanding of market technology. This role is crucial for bridging the gap between business knowledge and technical expertise, ensuring our products meet the highest standards of innovation and functionality. The Role As the eepoint Product Technology Support Coordinator, you will serve as a key interface between the product, business teams, and technology team, ensuring that product and technology-related changes, issues, outages, and support needs are effectively communicated, prioritized, and resolved. You will work with other product workstream coordinators to provide technical guidance and bridge the gap between business knowledge and technical requirements. You will own a subset of workstreams under the product umbrella to drive requirements, set objectives, and manage the backlog as needed. You will use your technology experience alongside your business knowledge to oversee product development and deliverables for both new and ongoing product support. In order to stay relevant and connected to client delivery, you will devote 20% - 30% of your time delivering for clients utilizing your skills and experience. New Product Support: Connect technology knowledge with business needs and objectives to identify areas of improvement and outline requirements for new product support. Oversee requirements gathering from stakeholders to supplement technical support and critical thinking. Work with technology partners to support the delivery life cycle from a business perspective. Support the business to investigate, triage, and troubleshoot issues leveraging development and technology experience. Act as a product workstream coordinator, aligning with areas of experience and expertise. Own and drive product requirements, objectives, initiatives for products within workstream from concept to adoption, including education and documentation. Document configuration guidance and instruction for teams to support rollout initiatives. Ongoing Product Support: Act as the primary business-side contact for reporting and escalating technology issues impacting business deliverables. Act as the first point of triage for calculator and configuration items to identify if RSG tickets are needed. Assess and document business impact of business issues and outages, including affected processes and impacted teams. Document lessons learned and support implementation of preventive measures and outline new product needs for continuous improvement. Drive the process to identify root cause analysis alongside technology teams. Advocate for system enhancements and business support based on recurring issues and user feedback. Help draft client communications for business and technology changes as needed. Support technology team to disseminate outage and issue resolution notifications, status updates, and timelines. Train product users on new tools and procedures. This role can be held remotely from any location in the United States. Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Requirements

Strong background in both defined benefit retirement business and technology.
Hands-on experience coding systems
Deep understanding of market technology.

Responsibilities

Connect technology knowledge with business needs and objectives to identify areas of improvement and outline requirements for new product support.
Oversee requirements gathering from stakeholders to supplement technical support and critical thinking.
Work with technology partners to support the delivery life cycle from a business perspective.
Support the business to investigate, triage, and troubleshoot issues leveraging development and technology experience.
Act as a product workstream coordinator, aligning with areas of experience and expertise.
Own and drive product requirements, objectives, initiatives for products within workstream from concept to adoption, including education and documentation.
Document configuration guidance and instruction for teams to support rollout initiatives.
Act as the primary business-side contact for reporting and escalating technology issues impacting business deliverables.
Act as the first point of triage for calculator and configuration items to identify if RSG tickets are needed.
Assess and document business impact of business issues and outages, including affected processes and impacted teams.
Document lessons learned and support implementation of preventive measures and outline new product needs for continuous improvement.
Drive the process to identify root cause analysis alongside technology teams.
Advocate for system enhancements and business support based on recurring issues and user feedback.
Help draft client communications for business and technology changes as needed.
Support technology team to disseminate outage and issue resolution notifications, status updates, and timelines.
Train product users on new tools and procedures.
Devote 20% - 30% of your time delivering for clients utilizing your skills and experience.