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WTW · 4 days ago

eepoint Product Technology Support Coordinator

United States

Full-time

Remote

Mid Level

$95K/yr - $125K/yr

WTW is seeking a highly skilled individual for the role of eepoint Product Technology Support Coordinator. This position serves as a key interface between product, business teams, and technology, ensuring effective communication and resolution of product and technology-related issues while overseeing product development and support.

ConsultingInformation TechnologyInsuranceMedicalService Industry

No H1B

Responsibilities

Connect technology knowledge with business needs and objectives to identify areas of improvement and outline requirements for new product support

Oversee requirements gathering from stakeholders to supplement technical support and critical thinking

Work with technology partners to support the delivery life cycle from a business perspective

Support the business to investigate, triage, and troubleshoot issues leveraging development and technology experience

Act as a product workstream coordinator, aligning with areas of experience and expertise

Own and drive product requirements, objectives, initiatives for products within workstream from concept to adoption, including education and documentation

Document configuration guidance and instruction for teams to support rollout initiatives

Act as the primary business-side contact for reporting and escalating technology issues impacting business deliverables

Act as the first point of triage for calculator and configuration items to identify if RSG tickets are needed

Assess and document business impact of business issues and outages, including affected processes and impacted teams

Document lessons learned and support implementation of preventive measures and outline new product needs for continuous improvement

Drive the process to identify root cause analysis alongside technology teams

Advocate for system enhancements and business support based on recurring issues and user feedback

Help draft client communications for business and technology changes as needed

Support technology team to disseminate outage and issue resolution notifications, status updates, and timelines

Train product users on new tools and procedures

Qualification

Coding pension systemsProductTechnology developmentMarket technology understandingAnalytical problem-solvingClient managementAccountabilityDesire to learnWritten communicationVerbal communicationInterpersonal skillsOrganizational abilitiesFlexibilityProject management

Required

Strong background in product and technology development, with hands-on experience coding pension systems

Deep understanding of market technology and the ability to connect technology knowledge with business needs and objectives

Strong analytical, integrative, and problem-solving skills to identify areas of improvement and outline requirements for product support

Excellent written and verbal communication skills to effectively interact with business teams, technology teams, and internal clients

Strong interpersonal and client management skills to build and maintain relationships

Strong organizational abilities and flexibility to work in a performance-driven environment

Sense of accountability, owning one's work and taking pride in it; commitment to quality and continuous improvement

Ability to drive and manage projects and product initiatives

Desire to learn, accept new challenges, and have fun while doing so

Bachelor's degree or equivalent in business, management information systems, human resources management, benefits administration, or related field required; Master's degree a plus

Ability to travel and work extended hours as needed

Benefits

Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)

Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off

Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.