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Home Depot Staff Product Support Specialist - Project Manager (Infrastructure Operations) in Austin, Texas

POSITION PURPOSE

This position manages product initiatives, projects and financials in THD's Infrastructure Operations portfolio.

The successful candidate must:

  • Have 5-6 years experience with product/project management skills- preferrably Infrastructure/IT Operations Experience

  • Have experience driving large IT Projects in a matrixed enterprise environment

  • Be able to work independently, drive large efforts and track technical tasks through to completion

  • Be detail oriented and able to accurately track, forecast and plan project financials

  • Be an energetic, tenacious and highly motivated individual

The Staff Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes.

Staff Product Support Specialists understand cross-functional, complex initiatives and have the ability to identify, quantify and implement process and system improvements through the use of technology.

Staff Product Support Specialists coordinate with business stakeholders to align on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams.

This role also sets standards within the Product Support Team and mentors team members based on knowledge and skill gaps. The Staff Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.

No on-call support

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

25% - Support & Enablement:

Participates in advanced troubleshooting and drives resolution

Interfaces with business stakeholders and IT teams to elicit problem details

Addresses technical issues both synchronously and asynchronously; escalates accordingly

30% - Delivery & Execution:

Provides after hours, overnight, and weekend on-call support

Provides advanced support for VP level and above

Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate

Develops requirements and specifications for project and product lifecycles

Identifies diagnostic utilities to aid in troubleshooting

Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution

Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor

Identifies process and systems improvements that drive quality within the team

Acts as a role model for maintaining relationships with site leadership

5% - Administration & Operations:

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Must be legally permitted to work in the United States

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 3 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Preferred Qualifications:

Knowledge, Skills, Abilities and Competencies:

Being Resilient: Rebounding from setbacks and adversity when facing difficult situations

Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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