Software Product Specialist
Company Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
As a Software Product Specialist, you have a passion for emerging technology, managing customer’s digital experience lifecycle, and delighting the customer throughout their Zayo journey. As part of this journey, you will play a key role in curating a superior experience for our API customers and their respective digital transformations.
The digital transformation life cycle includes all activities from proactive outreach to eligible customers based on key business drivers, all the way to tracking the success of API integrations. Your key stakeholders are composed of both external customers and partners and internal stakeholders such as Product Management and Sales. For internal operations, we follow agile methodologies and day-to-day you will work closely with the customer-facing APIs Product Owner and development teams to identify technical requirements, dependencies, and timelines related to API enhancements and bugs.
An effective Software Product Specialist should be an expert in communication, execution, data analysis, solving a range of problems, critical thinking, and working within the scrum agile framework. Being able to communicate your vision and strategy within your team in a clear and concise way is a must. You are a team player and work well with others. An individual with a hunger to solve problems and improve operational performance will excel in this position.
Responsibilities
Support Zayo’s customers through their digital transformation journey through excellent customer engagement lifecycle management, including:
On-boarding new API customers to available APIs
Act as Tier 1 support for any issues that might arise during customer onboarding and analyze possible solutions using standard procedures
Gather feedback on new features and quality of customer experience in order to derive actionable recommendations to improve internal and external processes
Aim to streamline processes to where customers can self serve through a lifecycle
Act as the voice of the customer in providing requirements for Zayo’s Developer Portal
Act as internal subject matter expert of APIs architecture across Zayo’s software and application development departments
Share business cases and metrics with clear and targeted communication across all API stakeholders - customers, sales, product management
Collect, analyze and draw insights from API usage KPIs
Accountable outcomes tracking over go to market for new features, versioning, and API collections to Zayo’s customers
Assist with marketing campaigns related to API updates and new features
Apply advanced analytical reporting methods to investigate API onboarding and success and proactively identify improvements
Assist with API training curriculum
Work with the API Product Owner and scrum masters to outline user flows, technical requirements, test scenarios, and test data for enhancements and projects in line with business requirements and company roadmap
Test applications to identify weaknesses and present business cases for enhancements, optimizations, and inefficiencies
Understands key business drivers and uses this understanding to assist in making business decisions relating to system implementation, application modification, maintenance, etc.
Participate in scrum events like Grooming, Review, Planning, and standups as needed
Help maintain project documentation
Build knowledge of the company, processes, and customers
Ability to work and communicate with a team effectively in an ever-changing and ambiguous environment
Qualifications
Bachelor's degree (B.A.) from four-year College or University in Computer Science/Engineering, Information Technology, Data Analytics/Big Data, or Business with a technical emphasis
1-3 years business analysis experience or related experience
Experience working in Postman is preferred
Understanding of application architecture and system dependencies
Comfortable with understanding and applying material conditional logic
High level of salesforce.com knowledge, including but not limited to object design and reporting structures
Proficient in Microsoft Office platform including Excel and Powerpoint
Experience working in Atlassian suite including Jira and Confluence
Capable of independently solving logic-based problems
Strong desire for teamwork and working in group settings
Capacity to work on multiple projects and meet various deadlines
Aptitude for learning new/different processes within the company to better understand other data architectures and workflows
Attention to detail and a basic understanding of aesthetics is essential
Understanding of Agile methodologies
A general understanding of telecom is preferred
CO pay range: $58,100 - 85,100
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
Benefits, Rewards & Wellness
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Fitness membership discounts
Generous paid time off policy including paid parental leave
Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.