Product Specialist, Level II

The Group:
The Direct Platform group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group's product management, product development, and service teams collaborate with our Client Solutions group to help provide clients with relevant products and bundled solutions.
The Role:
As a Product Specialist within the Product Level II Support capacity group, you will work with the Product Support and Client Success Manager teams to provide second-level support for complex product functions and data issues that escalate to be reviewed by the Product Development teams which include QA and technology resources. We expect the specialist to develop deep subject expertise over time for the assigned product/capability and can rotate and or support other product/capability if desired. Product Specialists ensure the quality of the data and code for software products in the production environment in a manner defined by product service level agreements. Our specialists are required to research identified issues, ensure timely resolution, and communicate outcomes to all appropriate team members. Timely resolution requires coordinating resources across teams including programmers, quality assurance analysts, data analysts, product managers, and project managers/scrum masters across multiple locations. All analysts are following Level II support process and Product Management business guidance to support the following products: Advisor Workstation, Annuity Intelligence, Direct, and Direct Advisory Suite.
Responsibilities

• Track, evaluate, and determine resolution approach for complex product and data issues that escalate from the Product Support and Client Success Manager teams.
• Demonstrate a high sense of ownership of the issues in the queue to be responsive and provide timely updates, follow-up, expedition, and resolution.
• Prioritize issues properly by severity and impact.
• Ensure issue management processes are followed.
• Understand roles, responsibilities, and expertise of internal stakeholders (developers, quality assurance analysts, data analysts, product development managers, project managers/scrum masters) in order to expedite issue resolution.
• Generate business solution options to problems needing remediation.
• Recognize patterns among repetitive problems and work to resolve the root causes by collaboration with development and product management teams.
• Work with the development team to create tools/documentations that automate/help issue investigation.
• Contribute to ongoing efforts to streamline and improve processes.
• Provide cross-products support when needed within the team.

Requirements

• Familiarity with Morningstar products and data.
• Excellent writing, communication, problem solving, organizational, and analytical skills.
• Ability to work independently and manage competing priorities and deadlines. • Ability to learn quickly and develop broad and deep expertise on the Product.
• Prior experience with one or more of following products is preferred: Advisor Workstation, Annuity Intelligent, Direct and Direct Advisory Suite products.
• Strong customer service focus and experience in customer support is a plus.
• Prior experience in project management or business analysis is a plus.
• Familiarity with Database and API is a plus.
• Knowledge of the investment industry is a plus.
• Prior experience with JIRA and Salesforce Service Cloud is a plus.
• A bachelor's degree in computer science, MIS, or a related field is preferred.

Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
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