Product Specialist, IT Store Systems & Solutions

The Product Specialist will focus on developing, delivering and supporting IT store systems and solutions, with a on Point of Sale solutions. This role utilizes technical expertise, product knowledge and business analysis to ensure alignment with strategic objectives, ensuring the successful design and execution of technology solutions that meet both business and customer needs. From design and development to ongoing optimization, this role is responsible for the entire product lifecycle, driving innovation and achieving key business goals.

Key Responsibilities: Product & Solution Strategy:

• Collaborate with stakeholders in Engineering, Operations, Merchandising, IT, and other departments to define product and solution requirements.
• Drive the product lifecycle from ideation and design to launch and continuous optimization.
• Develop and communicate product vision and strategy to ensure alignment with customer expectations and business objectives.
• Ensure all solutions comply with industry standards, regulations, and best practices.
• Oversee product configuration, considering user journeys and reporting capabilities.

Customer & Stakeholder Engagement:

• Engage with customers and internal teams to identify needs and design tailored solutions.
• Serve as the primary point of contact for product-related inquiries and solution implementation.
• Lead solution demonstrations, presentations, and workshops for both internal teams and customers.
• Provide audience focused training materials and documentation for various stakeholders,

including but not limited to; end users, business operations, deployment teams, third party staging vendors and internal support teams.

• Provide direct support for complex issues, ensuring timely resolution and clear communication.

Project & Process Management:

• Partner with Project Managers to ensure product development and business solutions meet deadlines, scope, quality, and budget.
• Coordinate with cross-functional teams to ensure projects are executed efficiently and within scope.

Vendor & Asset Management:

• Oversee logistical arrangements and technical procedures for staging and installation, ensuring efficient technician operations.
• Forecast hardware and software needs for new store openings, closures, and projects.
• Track and manage asset lifecycle, developing methodologies to ensure efficient asset management.

Level 3 Support & Training & Development:

• Provide Level 3 Support for complex technical issues.
• Work closely with Level 1 and Level 2 support teams to ensure effective issue escalation and resolution.
• Develop and define Level 1 and Level 2 support procedures for hardware-related issues.
• Lead training sessions and knowledge-sharing initiatives for internal teams.
• Facilitate post-mortem reviews to drive process improvement and operational efficiency.
• Maintain and update document repositories, ensuring accuracy and version control.
• Work with product vendors for product support, especially for technical issues.

Qualifications: Education:

• Bachelor’s degree in Engineering, Computer Science, Information Technology, Business Administration, or related experience. Advanced degrees or certifications such as CBAP or PMI- PBA are a plus.

Experience:

• 4+ years in product management, business analysis, or technical support.
• Proven track record of successfully developing, delivering and supporting technology solutions and products.
• Experience in customer-facing roles such as solution implementation, technical support, consulting, or technical sales.
• Familiarity with troubleshooting complex technical issues in infrastructure, databases, and applications.

Skills & Knowledge:

• Strong understanding of product development processes, market research, competitive analysis, and solution design.
• Experience with project management methodologies (e.g., Agile, Waterfall), business analysis tools (e.g., JIRA, Confluence), and IT support tools (e.g., ServiceNow).
• Expertise in troubleshooting complex technical issues across various technologies (e.g., network, infrastructure, cloud, databases, applications).
• Advanced analytical skills with the ability to synthesize data and provide actionable insights.
• Strong communication, and interpersonal skills, with the ability to collaborate effectively across teams and departments, with an emphasis