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Sr Product Support Analyst

Company Name:
Mercer
Title: Sr Product Support Analyst
Location: US-IA-Urbandale
Other Locations: US-TX-Houston, US-MA-Norwood
Job Number: URB002A4
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset - their people. Mercer''s 20,000 employees are based in more than 40 countries. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital. The purpose of this role is to be an expert and first point of contact on the product development process in support of the Product Manager and the project management team. This position will provide support with regards to product development; system enhancements and research on his/her assigned product lines. This position will also provide training and mentorship to teams regarding internal processes and best practices. Resource will be knowledgeable regarding market demands/trends, legal stipulations, carrier changes and overall product knowledge.
Supervise workflow of the internal & external Product team(s) and ensure timely and accurate work completion. Provide updates on the status of projects to Product Manager.
Responsible for prioritizing and delegating tasks and projects.
Provide training, guidance and mentorship to teams with regards to best practices for product development and enhancements, as well as product quality assurance testing processes.
Serve as expert and first point of contact for key stakeholders on the product development process. Provide progress updates to Product Manager, project management team and clients regarding the product development process.
Responsible for being the client advocate during the enhancement review process.
Assist with communication to and from clients regarding potential enhancements.
Review of enhancement requests for completeness and communication of business objective.
Responsible for the review of system enhancement documentation
Assist with the development of test plans
Initial review of all enhancements that are moved into the test environment
Review of all product enhancements prior to release to Quality Assurance
Assist with the development of internal practices regarding process, reporting, system enhancements and other developmental items.
Assist with the production development list, testing of enhancements and review/creation of all published documents.
Assist with business readiness deployment of system enhancements Qualifications:
Bachelor's degree (B.A.) or equivalent in related field preferred.
2-5 years related experience and/or training; or equivalent combination of education and experience. Individuals must possess strong organizations and communication skills.
PROJECT MANAGEMENT SKILLS
Possesses basic project management skills. Ability to manage projects and workflow as assigned by the Product Manager and the project management team.
LANGUAGE SKILLS
Ability to read, analyze and interpret plan documents. Excellent oral and written communication skills. Ability to respond to common inquiries from customers.
REASONING ABILITY
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret extensive varieties of technical instructions in mathematical, schematic or diagram form as well as the ability to deal with several abstract and concrete variables.
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset - their people. Mercer''s 20,000 employees are based in more than 40 countries. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital.
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet employers.
Job:Consulting

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