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Job ID #32070: Product Support Specialist - EAM
City Of Hamilton
Hamilton, CAN
Full Time
Mid
2 weeks ago
Enterprise Asset ManagementRequirements GatheringUser Acceptance TestingAgile/ScrumBusiness Process AnalysisStakeholder Management
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Enterprise Asset ManagementRequirements GatheringUser Acceptance Testing
About the Role
The City of Hamilton seeks a Product Support Specialist for Enterprise Asset Management (EAM) to support business processes, gather requirements, and coordinate with technical teams.
Key Skills for This Role
Enterprise Asset ManagementRequirements GatheringUser Acceptance TestingAgile/ScrumBusiness Process AnalysisStakeholder Management
Responsibilities
- Conduct regular evaluations of business requirements and procedures with the Corporate Asset Management team and Business Product Owners
- Liaise with divisional Product Owners and the Corporate Asset Management team to ensure business priorities and acceptance criteria are clearly defined
- Engage Product Owners from Public Works and Corporate Services to elicit feedback, refine backlog items, and coordinate rollout of functional changes
- Provide business side coordination and prioritization input for assessing and enhancing EAM capabilities
- Participate in Scrum events as a business liaison when required, providing clarifications on requirements and acceptance criteria
- Support the business development and coordination of the execution of user acceptance test cases
- Collaborate with Scrum Master and Scrum Team, IT and Integration teams to communicate data and interface requirements and validate outcomes via UAT
- Receive and address inquiries from staff and suppliers professionally
- Support the investigation and resolution of system related issues
- Liaise with the Corporate Asset Management Office to align EAM functionality with corporate asset management standards
- Triage and prioritize system related issues and coordinate resolution with IT and vendors
- Develop and maintain comprehensive procedures and documents outlining system functions and structure
Requirements
- University Degree in Computer Science, Information Systems, or related discipline
- Demonstrated progressive experience with the sustainment of Enterprise Asset Management Systems
- Asset management experience demonstrated through an understanding of asset concepts such as hierarchies, service levels, work management
- Knowledge and experience with Scrum methodology preferred
- Experience supporting or coordinating major system updates and functional enhancements to enterprise applications
- Demonstrated ability to translate complex technical processes into business process impacts
- Familiarity with how enterprise systems integrate (APIs, middleware, data flows) and ability to document related business requirements
- Able to recommend functional configuration changes based on business needs and collaborate with IT/architecture teams
- Strong communication skills
- Flexible and adaptable; able to work in ambiguous situations
- Attention to detail; ability to work under pressure and to tight deadlines
- Exposure to Cloud based technologies is an asset
Full Job Posting
Summary of Duties
- Reporting to the Supervisor, Business Applications (Enterprise Asset Management), the Product Support Specialist – EAM will collaborate with a dynamic team of professionals.
- The position is responsible to support the development and sustainment of business processes and workflows and coordinate the solution changes with technical teams.
- The Product Support Specialist will elicit, document and maintain product requirements (epics, user stories and acceptance criteria) for the EAM Backlog.
General Duties
- Conducts regular evaluations of business requirements and procedures with the Corporate Asset Management team and Business Product Owners.
- Liaises with divisional Product Owners and the Corporate Asset Management team to ensure business priorities and acceptance criteria are clearly defined.
- Engages Product Owners from Public Works and Corporate Services to elicit feedback, refine backlog items, and coordinate the rollout of functional changes.
- Provides business side coordination and prioritization input for assessing and enhancing EAM capabilities.
- Participates in Scrum events as a business liaison when required, providing clarifications on requirements and acceptance criteria.
- Supports the business development and coordination of the execution of user acceptance test cases.
- Collaborates with Scrum Master and Scrum Team, IT and Integration teams to communicate data and interface requirements and to validate outcomes via UAT.
- Receives and addresses inquiries from staff and suppliers professionally.
- Supports the investigation and resolution of system related issues.
- Liaises with the Corporate Asset Management Office to align EAM functionality with corporate asset management standards.
- Triages and prioritizes system related issues and coordinates resolution with IT and vendors.
- Develops and maintains comprehensive procedures and documents outlining system functions and structure.
Qualifications
- University Degree in Computer Science, Information Systems, or related discipline with demonstrated progressive experience with the sustainment of Enterprise Asset Management Systems.
- Asset management experience demonstrated through an understanding of asset concepts such as hierarchies, service levels, work management, etc.
- Knowledge and experience with Scrum methodology preferred.
- Experience supporting or coordinating major system updates and functional enhancements to enterprise applications.
- Demonstrated ability to translate complex technical processes into business process impacts.
- Familiarity with how enterprise systems integrate (APIs, middleware, data flows) and ability to document related business requirements.
- Able to recommend functional configuration changes based on business needs and collaborate with IT/architecture teams to evaluate sustainable solutions.
- Ability to work collaboratively with team, accepting and assigning work between team members and contractors.
- Strong communication skills.
- Flexible and adaptable; able to work in ambiguous situations.
- Attention to detail; ability to work under pressure and to tight deadlines.
- Exposure to Cloud based technologies is an asset.
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