Product Analyst

The Product Analyst will report to the Manager of Professional Services and will be responsible for the configuration activities related to deployment of Vimly product solutions. The Product Analyst will work independently and as a team member to fulfill deployment objectives up to and including the back-end build-out of client accounts and their custom configurations. The Product Analyst will also be responsible to assist in any test, rework, and troubleshooting associated with account deployments. In addition to configuring new clients, the Product Analyst must assist in assessing gaps in product functionality and implement change management requests from clients in addition to content and rules maintenance of existing clients.

Job Responsibilities:

• Configuration tasks on Vimly’s systems to ensure successful implementation of both new clients and system configuration changes for existing clients.

• Work as a support liaison between departments providing solutions to ensure customer satisfaction of our products.

• Act as the primary subject matter expert for product functionality and configuration.

• Work across multiple groups; product management, tech support, operations, and Implementation Project Managers to help define requirements and clarify product related questions during implementation.

• Assist in the back-end administration build out and annual maintenance of client accounts, including but not limited to: rate loads, core admin system configuration, plan details and rules, SBC’s, Tiles, as well as any additional set-up activities included in the list of Vimly product offerings.

• Be involved with the testing of deployments prior to customer User Acceptance Testing and/or final walkthrough and training.

• Perform troubleshooting and rework (if required) of post-deployment configuration issues.

• Assist with all change management requests to the client configuration of our Vimly products.

• Execute the fix in configuration and communication if product configuration issues arise post-deployment

• Assist Business/Product Analysts with impacts of customer change requests on current customer configuration.

• Assist with the Training of new and existing clients on product solutions.

• Own, manage, and complete a daily list of configuration tasks.

• Proactively notify management and/or next level escalation of potentially at-risk deployments or product feature gaps.

• Document feature gaps and escalate as appropriate for resolution, and work with the Product team through deployment.

• Smoothly hand-off deployment tasks to next supporting function if required.

• Develop a complete understanding of the Vimly admin system and have proficiency with all available admin tools.

• Maintain all eligibility and billing configuration rules as well as maintain plan details, SBC’s, , and others to ensure users have an up-to-date and robust experience.

• Provide weekly account status for work-in-progress to management.

• Maintain a solid understanding of assigned account deployments.

• Maintain a high level of quality with assigned accounts.

• Maintain detailed communication notes, emails and phone conversations.

• Take ownership of appropriate customer issues and follow through until completion.

• Additional responsibilities as required

Qualifications:

• Associates degree required. Equivalent work experience may be considered in lieu of the degree

• 1-3 years of experience in direct customer contact, system configuration, technical deployments or related positions

• A basic understanding of HTML and XML editing strongly desired.

• Proficiency in Microsoft Excel, Word, PowerPoint and Visio

What We Offer:

Pay Range: $25.64 to $30.77. This role is non-exempt and eligible for approved overtime. Actual compensation offered may vary depending upon many factors, including a candidate’s skills, qualifications, experience, and location.

Salary is only one component of the Vimly Benefits Solution Total Rewards Program. Vimly offers its eligible employees and their dependents (including domestic partners) a comprehensive and competitive benefits package:

• Medical, Dental and Vision Coverage
• 401(k) Retirement Plan with employer match
• 20 PTO days accrued within the first year (includes sick time)
• 10 holidays per year, Diversity Time Off and Paid Volunteer Time Off
• Life and AD&D Insurance
• Long-term and Short-term Disability Insurance
• Voluntary Life Insurance
• Voluntary Long-Term Care (LTC) insurance
• Voluntary Pet Insurance
• Voluntary Legal Plan
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• AFLAC Voluntary Benefits
• MetLife Voluntary Benefits
• Employee Assistance Program