eepoint Product Technology Support Coordinator

We are seeking a highly skilled individual with a strong background in both defined benefit retirement business and technology. The ideal candidate will have hands-on experience coding systems and a deep understanding of market technology. This role is crucial for bridging the gap between business knowledge and technical expertise, ensuring our products meet the highest standards of innovation and functionality.

The Role

As the eepoint Product Technology Support Coordinator, you will serve as a key interface between the product, business teams, and technology team, ensuring that product and technology-related changes, issues, outages, and support needs are effectively communicated, prioritized, and resolved. You will work with other product workstream coordinators to provide technical guidance and bridge the gap between business knowledge and technical requirements. You will represent the product team in daily scrum, sprint planning, and retrospective meetings for continued product development. You will own a subset of workstreams under the product umbrella to drive requirements, set objectives, and manage the backlog as needed. You will use your technology experience alongside your business knowledge to oversee product development and deliverables for both new and ongoing product support.

 New Product Support:

• Connect technology knowledge with business needs and objectives to identify areas of improvement and outline requirements for new product support. 

• Oversee requirements gathering from various workstream coordinators to supplement technical support and critical thinking.

• Assist workstream coordinators with managing backlogs and their continuous refinement to provide higher value and ensure there is sufficient details and understanding within the team for work items near the top of the backlog.

• Oversee the process of ensuring backlog requests are broken down into sufficiently small size stories to support development and testing. 

• Work with technology partners to support the delivery life cycle from a business perspective.

• Take part in daily scrum, sprint planning and sprint retrospective review meetings. 

• Support the business to investigate and troubleshoot issues. 

• Act as a product workstream coordinator, aligning with areas of experience and expertise. 

• Own and drive product requirements, objectives, initiatives for products within workstream from concept to adoption, including education and documentation. 

Ongoing Product Support:

• Act as the primary business-side contact for reporting and escalating technology issues impacting business deliverables.

• Assess and document business impact of business issues and outages, including affected processes and impacted teams.

• Document lessons learned and support implementation of preventive measures and outline new product needs for continuous improvement.

• Drive the process to identify root cause analysis alongside technology teams.

• Advocate for system enhancements and business support based on recurring issues and user feedback.

• Draft client communications for business and technology changes as needed. 

• Support technology team to disseminate outage and issue resolution notifications, status updates, and timelines.

• Train product users on new tools and procedures.

This role can be held remotely from any location in the United States.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. 

The Requirements 

• Strong background in product and technology development, with hands-on experience coding systems. 

• Deep understanding of market technology and the ability to connect technology knowledge with business needs and objectives.

• Strong skills in writing stories, debugging and testing to ensure code quality and functionality.

• Strong analytical, integrative, and problem-solving skills to identify areas of improvement and outline requirements for product support.

• Technical proficiency in coding languages such as C#, JavaScript, SQL, etc. and understanding of SDLC is a plus.

• Excellent written and verbal communication skills to effectively interact with business teams, technology teams, and internal clients.

• Strong interpersonal and client management skills to build and maintain relationships.

• Strong organizational abilities and flexibility to work in a performance-driven environment.

• Sense of accountability, owning one’s work and taking pride in it; commitment to quality and continuous improvement.

• Ability to drive and manage projects and product initiatives.

• Desire to learn, accept new challenges, and have fun while doing so.

• Bachelor's degree or equivalent in business, management information systems, human resources management, benefits administration, or related field required; Master's degree a plus.

• Ability to travel and work extended hours as needed.

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $95,000 to $125,000 USD per year.

The role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.