Service Desk Product and Technical Specialist

Description

As a Product & Technical Specialist on the Business Operations Service Desk, you will support the reliability, usability, and performance of Service Desk workflows by combining strong product analysis skills with hands-on technical troubleshooting and operational insight. This role analyzes friction points, defect patterns, and service trends while also engaging deeply with system behavior, logs, reliability signals, and incident data to improve stability and customer outcomes across supported products. The Specialist works closely with Product, Engineering, QA, and Site Reliability Engineering (SRE) teams to ensure issues are correctly diagnosed, metrics are accurately tracked, and operational improvements are informed by clear data and structured analysis.

Duties

Product & Operational Analysis

• Workflow Friction Analysis: Analyze product workflows, user friction, recurring defect patterns, and support trends to identify operational inefficiencies.
• Data Modeling & Validation: Query, model, and validate data to support product decisions, release readiness, and performance tracking.
• Metric Definition: Define and maintain clear operational and product metrics tied to customer experience, compliance, and reliability.
• Release Insight Generation: Produce actionable insights and recommendations that shape prioritization, backlog grooming, and release planning.
• Data & Metric Governance: Maintain consistent definitions, documentation, and traceability for metrics and operational data used across teams.

Technical Operations & Reliability Support

• Observability Investigation: Investigate issues using logs, event traces, error records, system dashboards, and monitoring data.
• Incident Pattern Recognition: Identify patterns in incidents, outages, and system behavior to support reliability improvements.
• SRE & SLO Partnership: Partner with Site Reliability Engineers (SRE) to analyze service level objective (SLO) performance and reliability indicators.
• Diagnostics & Verification: Assist in diagnosing root causes of production issues and validate fixes through structured testing.
• Observability Optimization: Support improvements to incident response practices, alert quality, and system observability.

Incident & Trend Analysis

• Outage & Incident Reviews: Review operational incidents, categorize them by root cause and impact, and propose preventive actions.
• Defect Tracking: Track recurring issues and service desk escalations to identify underlying product or system defects.
• Technical Documentation: Document technical findings clearly for engineering and product teams, ensuring issues are reproducible and understandable.

Cross-Functional Collaboration

• Operational Bridging: Serve as a bridge between Service Desk operations and technical/product teams.
• Symptom Translation: Translate operational symptoms into clear technical problem statements.
• Engineering Integration: Work directly with engineering teams during investigations, knowledge transfers, post-incident reviews, and release cycles.
• Knowledge Management: Contribute to knowledge base content, runbooks, and troubleshooting workflows that improve future efficiency.

Continuous Improvement

• Reliability Recommendations: Recommend workflow, product, and system improvements based on data trends and reliability analysis.
• Task Automation: Support automation efforts that reduce repetitive operational tasks or manual investigation.
• Root Cause Remediation: Participate in structured root cause analysis and help drive durable remediation actions.
• Resolution Optimization: Help refine Service Desk processes to improve accuracy, speed, and consistency of issue resolution.

Required Qualifications

• Bachelor's Degree in Business/Information Systems or related field preferred or equivalent relevant experience.
• ITIL Certification and/or Problem Management Certification preferred.
• 2-5 years industry experience in Incident Management and/or Problem Management.

Preferred Qualifications

• A solid understanding of problem management best practices.
• Capable of supporting/working within an ITIL structured environment especially in Problem Management.
• Demonstrates ability to manage multiple assignments and prioritize work in a timely manner.
• Technical writing skills.
• Must be a team player who is comfortable communicating with team members, managers, and client/customer.
• A self-starter who is capable of working independently and as a team on assigned tasks.
• Experience with fault and performance monitoring and reporting tools.
• Must possess flexibility in a frequently changing environment.
• Strong oral and written communication skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand.
• Analytical skills to support the resolution process for problems requiring evaluation.
• Ability to communicate technology solutions across to technical and non-technical audiences.
• Ability to use data mining, validation, and aggregation as well as testing and explaining results.
• Demonstrated ability to understand systems.