Job ID #32070: Product Support Specialist - EAM

City of Hamilton • Hamilton, ON

17d • CA$53 - CA$60

About The Position

Reporting to the Supervisor, Business Applications (Enterprise Asset Management), the Product Support Specialist – Enterprise Asset Management (EAM) will collaborate with a dynamic team of professionals. The position is responsible to support the development and sustainment of business processes and workflows and coordinate the solution changes with technical teams. The Product Support Specialist will elicit, document and maintain product requirements (epics, user stories and acceptance criteria) for the EAM Backlog.
The Product Support Specialist will prioritize and clarify business needs for functional enhancements and coordinate with the technical teams on delivery. The Product Support Specialist supports the continuous monitoring and updating of system requirements to ensure alignment to current organizational functional needs. This position identifies and documents user requirements and collaborates with technical teams to translate them into appropriate solution designs. The Product Support Specialist supports the execution of user acceptance testing (UAT) in collaboration with business testers.

Requirements

• University Degree in Computer Science, Information Systems, or related discipline with demonstrated progressive experience with the sustainment of Enterprise Asset Management Systems.
• Asset management experience demonstrated through an understanding of asset concepts such as hierarchies, service levels, work management, etc.
• Experience supporting or coordinating major system updates and functional enhancements to enterprise applications.
• Demonstrated ability to translate complex technical processes into business process impacts.
• Familiarity with how enterprise systems integrate (APIs, middleware, data flows) and ability to document related business requirements.
• Able to recommend functional configuration changes based on business needs and collaborate with IT/architecture teams to evaluate sustainable solutions.
• Ability to work collaboratively with team, accepting and assigning work between team members and contractors. May, interchangeably, perform duties across team.
• Strong communication skills.
• Flexible and adaptable; able to work in ambiguous situations. Demonstrated creative thinking and analytical skills with strong problem solving capability.
• Comfortable working in complex environments and multidisciplinary teams.
• A team player with excellent customer service and interpersonal skills, able to respect and deal with highly confidential and sensitive issues.
• Attention to detail. Ability to work under pressure and to tight deadlines.
• Demonstrated initiative to proactively identify issues and propose solutions/remedies.

Nice To Haves

• Knowledge and experience with Scrum methodology preferred.
• Exposure to Cloud-based technologies is an asset.
• Knowledge of City Systems such a PeopleSoft, Lagan, ESRI, Microsoft BI are assets.

Responsibilities

• Conducts regular evaluations of business requirements and procedures with the Corporate Asset Management team and Business Product Owners to ensure the EAM solution continues to meet operational needs.
• Liaises with divisional Product Owners and the Corporate Asset Management team, including the representative of the Enterprise Product Owner, to ensure business priorities and acceptance criteria are clearly defined.
• Engages Product Owners from Public Works and Corporate Services to elicit feedback, refine backlog items, and coordinate the rollout of functional changes.
• Provides business-side coordination and prioritization input for assessing and enhancing EAM capabilities.
• Participates in Scrum events as a business liaison when required, providing clarifications on requirements and acceptance criteria (the Scrum Master owns ceremony facilitation).
• Supports the business development and coordination of the execution of user acceptance test cases.
• Collaborates with Scrum Master and Scrum Team, IT and Integration teams to communicate data and interface requirements and to validate outcomes via UAT
• Receives and addresses inquiries from staff and suppliers professionally.
• Supports the investigation and resolution of system-related issues.
• Liaises with the Corporate Asset Management Office to align EAM functionality with corporate asset management standards, while ensuring data ownership and stewardship remain with business divisions.
• Triages and prioritizes system-related issues and coordinates resolution with IT and vendors; engages CAM when issues are data-related.
• Confirms acceptance that delivered functionality meets defined requirements, scenarios, and workflows through UAT.
• Defines role-based access needs and collaborates with System Administrators on accounts and permissions.
• Develops and maintains comprehensive procedures and documents outlining system functions and structure.
• Works within established IT and Agile processes and best practices.
• Ensures that user community is informed about system issues, scheduled maintenance.
• Cultivates collaborative partnerships with other departments, municipalities, and companies to enhance operational efficiency and foster idea exchange.
• Contributes business requirements and evaluation input during procurement for new or expanded solutions.
• Participates in Agile ceremonies (e.g., backlog refinement, sprint planning, sprint reviews) to provide business clarification and validate functionality on behalf of divisional product owners. (Ceremony facilitation remains the responsibility of the Scrum Master.)
• Supports the development of user stories, acceptance criteria, and business workflow documentation to ensure requirements are clear, testable, and traceable within the Agile backlog.
• Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
• Performs other duties as assigned, which are directly related to the major responsibilities of the job.

Benefits

• As a condition of employment, the successful applicant(s) will be required to achieve a satisfactory Criminal Record and Judicial Matters Check (CRJMC).
• As a condition of employment, the successful applicant(s) will be required to undergo a Social Media Background Check which will be conducted by Human Resources. This report must meet the employer’s satisfaction to proceed with employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level