JOB SUMMARY
This role serves as a key technical resource responsible for configuring and maintaining scalable products to support Bain’s External Talent Function (ETF). The role focuses on optimizing the product experience through collaboration with product teams, vendors, and internal stakeholders. The objectives include eliciting and implementing technical solutions aligned with the product roadmap, addressing customer and team support needs, and enhancing operational efficiency through automation and process improvements. Expected outcomes involve reliable application performance, robust troubleshooting capabilities, effective cross-team collaboration, and well-documented technical resources to support product implementations and enhancements.
WHAT YOU WILL DO
- Product management and delivery (50%)
- Partner with stakeholders to translate requirements into product enhancements/requests
- Collaborate where appropriate on pilots, customer communication and training
- Track and analyze key metrics, distilling to critical insights and actionable findings
- Configure technical solutions that are implemented at scale for the product roadmap, appropriately testing and iterating based on customer feedback
- Work with vendor technical/support teams to optimize the Bain experience with the product, submit feature requests, manage bugs, etc.
- Product maintenance and customer support (30%)
- Monitor health of applications, reporting on trends and recommending potential root causes
- Provide 2nd‑level advanced troubleshooting support for local & regional TSG teams
- Demonstrate advanced technology/product knowledge and advanced troubleshooting abilities
- Act as main technical support for scaled pilots
- Drive process improvements (10%)
- Look for opportunities to leverage automation/scripting to drive process improvements
- Documentation (10%)
- Deliver technical documentation & KB articles to support product pilots, upgrades and enhancements
ABOUT YOU
- 3-5 years of experience; Avature or other systems related experience preferred
- Proficient in troubleshooting and debugging complex technical issues
- Analytical skills to optimize workflows and improve team efficiency through automation, familiarity with automation tools and scripting languages for process improvements
- Strong communication skills to elicit requirements and provide clear updates to stakeholders
- Ability to translate complex technical processes into user‑friendly documentation to support various stakeholders
- Experience working in a corporate environment
- Experience solving complex issues in software tools and turning findings into actionable next steps
- End‑User Support & Troubleshooting, Configuration Enhancements & Updates, Evaluations & Reporting or Managed Service Provider experience
- Experience participating in vendor product evaluation, selection, and implementation processes, including requirements gathering, stakeholder alignment, solution comparison, and deployment support
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