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Sr. (Lead) Product Support Analyst I (II) - REQ-2023-3762

DESCRIPTION/RESPONSIBILITIES:
Flexible Work Arrangements: Hybrid

The Sr. Product Support Analyst holds accountability for maintaining the well-being of all products within the Credit & Risk business area(s). This involves aligning with Risk division's vision and roadmap for the PJM Markets. This includes translating business & data requirements, overseeing product development & operations, and seamlessly merging the ITS and Risk roadmap(s) with product/application/data strategies. Key responsibilities encompass crafting both immediate and extended product/application roadmaps subject to annual updates in collaboration with Risk, Data Analytics and ITS professionals.

Essential Functions:
* Develop a deep understanding of business functions and processes and effectively communicate this insight.
* Build strong relationships with business customers by providing exceptional customer service, including issue resolution and responsiveness to needs and deadlines.
* Serve as the primary point of contact for business customer’s IT requirements, ensuring prompt and precise delivery of IT services for all supported Risk products, effectively guiding the team's technical direction.
* Define the essential health metrics and monitoring prerequisites for the product/application, with monitoring services being provided by another department
* Oversee the maintenance of data catalog, data retention, backup and recovery, business continuity planning (BCP), and relevant security criteria for the supported product/application, while also ensuring a grasp of the data and development requirements of business customers.
* Document the product backlog specifying priorities, requirements, milestones, estimates, and target dates.
* Maintain documentation and standard operating procedures (SOPs) for user and product support
* Provide support across all stages of the software development lifecycle, including Requirements Gathering, Analysis, Design, Testing, Implementation, and Production support for PJM software systems
* Identify and propose solutions for application/data system concerns and suggest enhancements for existing systems by collaborating with IT architecture and security teams.

Characteristics & Qualifications:
Required:
* BS degree in Computer Science, Engineering or equivalent work experience
* At least 5 years of experience Application Development, Product Support, Basic knowledge of databases/data warehouse/data marts
* Ability to produce high-quality work products with attention to detail
* Ability to communicate effectively in a team environment
* Experience in quantitative and qualitative analysis
* Experience using verbal and written communications skills
* Ability to use Microsoft Office Suite (MS-Word, MS-Excel and MS-PowerPoint)

Preferred:
* BS degree in Computer Science
* Experience with PJM operations, markets, and planning functions

Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity