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Software Product Specialist

Company: GLORY
Location: Lisle
Posted on: November 11, 2019

Job Description:

Join Glory's year over year growth! We are a Great Place To Work Certified Employer!

COMPANY OVERVIEW As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business. Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience. We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

ROLE PURPOSE The Software Product Specialist (SPS) is a North America focused role for GGS solutions which supports the retail and gaming market software products. The primary responsibility of this position is to release retail software and coordinate product integration in a timely manner between Glory products and the customer's operation system or POS. Specifically, the SPS will be responsible for integration of software solutions for our products and aligning the entire North American team to ensure successful product launches, enhancements, and market execution. To be successful in this position, the individual needs experience delivering software products and understanding execution of strategic partner integrations and must have the ability to interact with multiple internal global teams with stellar communication skills. MAIN RESPONSIBILITIES Product Expertise

  • Be a key player in integrating Glory Global Solutions products with the customer's infrastructure and systems.
  • Provide proof-of-concept support for customers including problem solving, training assistance, and installation support.
  • Interact with development teams, technical experts, engineering or global product teams as appropriate to communicate VOC, product, and software specifications.
  • Manage the software release process, including performing internal acceptance testing, documenting of any issues, creating release notes and announcements, communicating new functionality to Tech Support team, and documenting release stages of all versions of software.
  • Manage Product Enhancement Request (PER) process from start to finish, including gathering of requirements from the customer, documenting and submitting requirements to Development team, negotiating cost, perform acceptance testing on result, and communicating updates to Sales team.
  • Provide software product-oriented communications, including Sales Bulletins and Product Briefs in support of assigned products.
  • Maintain VOC process and communicate throughout the organization.
  • Working with Solution Experts, identify and document new opportunities for existing products in retail and gaming markets and opportunities for new product development.
  • Act as the Glory Global software liaison for development execution with software partners on customer solutions.
  • Effectively communicate internally anything related to software products and understand implications across the organization.
  • Understand how the software product goes to market and ensure smooth delivery from the factory all the way through to the customer.
  • Help train internal teams on software where there are gaps in knowledge. REQUIRED EDUCATION AND QUALIFICATIONS Education Level:
    • Bachelor's Degree in Computer Science or related area.
      Qualifications:
      • 3 - 5 years of experience in Level 2 or Level 3 software support and an in-depth knowledge of the following functional areas:
      • POS Connectivity and/or Support
      • Software Release Management
      • Technical Support REQUIRED SKILLS AND COMPETENCIES
        • Ability to provide a high degree of support to and be aware of the needs of the customer.
        • Must be process-focused and able to take ownership of projects and see them through to completion.
        • Self-disciplined, self-starter, highly motivated, and detail-oriented.
        • Proactive problem-solver - ability to not only solve customer's problem, but also proactively communicate any anticipated issues the customer may experience.
        • Must possess outstanding verbal and written communication skills and proficiency in time management to handle deadline pressures and multiple assignments and clients simultaneously.
        • Ability to communicate effectively to both technical and non-technical teams and customers.
          • Knowledgeable in the market (or at least able to think about the needs of the market) and be relevant to the market.
          • Basic project management skills, including creating and managing a task list, documenting dependencies, escalating/reporting as needed, and providing status updates to all relevant stakeholders.
          • Experience using web service technologies, particularly XML (or JSON), SOAP, and WSDL.
          • Documentation skills including creating Statement of Work (SOW) and release notes
          • Software development experience a plus
          • Testing/QA experience a plus
          • Experience using bug tracking systems (JIRA, Bugzilla, etc.) a plus
          • Japanese language skills a plus
          • SQL experience a plus
          • Computer network experience a plus
          • Advanced skills in using Microsoft Word, PowerPoint and Excel required

Keywords: GLORY, Glenview , Software Product Specialist, IT / Software / Systems , Lisle, Illinois

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