Service Desk Product and Technical Specialist

Description
As a Product & Technical Specialist on the Business Operations Service Desk, you will ensure the reliability and efficiency of service desk workflows. You will analyze operational friction, identify recurring defect patterns, and uncover support trends to improve product usability and system performance. You will query and model data, validate operational metrics, and generate actionable insights that inform product decisions, release planning, and backlog prioritization—while maintaining rigorous data governance so all metrics are consistently defined, documented, and traceable across teams. You will use log analysis platforms, monitoring dashboards, and observability systems to investigate incidents and system behavior. Partnering closely with Site Reliability Engineers (SREs), you will analyze service level objectives and reliability indicators, help diagnose root causes of production issues, and validate fixes through structured testing. You will also optimize incident response, enhance alert quality, improve observability, and contribute to technical documentation and troubleshooting workflows so findings are clearly communicated and reproducible.

Duties

• Analyze product workflows, user friction, recurring defects, and support trends to identify inefficiencies.
• Query, model, and validate data to support product decisions, release readiness, and performance tracking.
• Define and maintain clear operational and product metrics tied to customer experience, compliance, and reliability.
• Produce actionable insights that shape prioritization, backlog grooming, and release planning.
• Maintain consistent definitions, documentation, and traceability for metrics and operational data.
• Investigate issues using logs, event traces, error records, dashboards, and monitoring data.
• Identify patterns in incidents and outages to support reliability improvements.
• Partner with SREs to analyze SLO performance and reliability indicators.
• Diagnose root causes of production issues and validate fixes through structured testing.
• Support improvements to incident response, alert quality, and observability.
• Categorize incidents by root cause and impact, and propose preventive actions.
• Track recurring issues and escalations to surface underlying product or system defects.
• Document technical findings clearly, ensuring issues are reproducible and understandable.
• Serve as a bridge between Service Desk operations and technical/product teams.
• Translate operational symptoms into clear technical problem statements.
• Work with engineering during investigations, knowledge transfers, post-incident reviews, and release cycles.
• Contribute to knowledge base content, runbooks, and troubleshooting workflows.
• Recommend workflow, product, and system improvements based on data and reliability analysis.
• Support automation that reduces repetitive tasks and manual investigation.
• Participate in structured root cause analysis and drive durable remediation.
• 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.
• Strong 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.
• Demonstrated ability to quickly understand complex systems.
• Strong oral and written communication skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand.
• Strong analytical skills to lead the resolution process for complex problems requiring in-depth evaluation.
• Demonstrates ability to manage multiple assignments and prioritize work in a timely manner.
• Demonstrated troubleshooting skills.
• Skilled in the implementation, integration, testing, and support of distributed applications.