Product Operations Analyst

Founded in 2006, Futurewave Systems is a minority owned boutique, STAFFING & PROFESSIONAL SERVICES PROVIDER headquartered in Atlanta, GA. We are a GLOBAL NETWORK of proven industry professionals demonstrating the fastest fulfillment rate of high tech professionals for Fortune 500 Companies. 

The Product Operations Analyst is a highly analytical individual with outstanding communications skills, has change management skills, a deep passion for Client service and Technology, and is focused on supporting products in the NAS Product Suite including Vantage HCM, Health & Welfare and Consumer Benefits platforms, TLM, Talent Acquisition and Talent Management, HR/Payroll, Shared Products including Tax, ADPR, Business Intelligence, Mobile etc. The Analyst drives three primary areas:

• With the Product Operations Launch Manager, drive the Solution Lifecycle from Concept to Launch.
• Enable Product and Solution delivery, including Service/Implementation and Client adoption.
• Be the Product/Solution subject matter expert (SME) to NAS during deployment and utilization, and act as a champion of the field and clients in the product features definition and defects prioritization working with Product Management and Development.   

Responsibilities:

• Product Operations Analyst will analyze products, solutions and features and drive a continuous business/field and/or client impact analysis—will collaborate with internal partners and create detailed Internal and Client-facing Change Management Readiness Plans that will drive adoption (training & communication strategy)
• Engage Field SMEs from the business/field to participate in organizational readiness, where they will validate readiness plans, features, adoption strategy, etc.
• Responsible for creation and delivery of all associate and client-facing solution communications associated with products, solutions and features, including communicating master Release dates and maintenance windows.
• Participates in Solution Lifecycle from concept to launch working with the Project Launch Manager, Development Leads and Product Managers and provides design inputs during Agile Development, oversees business/field user acceptance testing and analyzes test results, defects and recommends priority of fixes and aids in driving factual-based Go-No-Go decisions to Launch Manager.
• Understands the perspective of the client and the business/field, and takes actions to integrate their needs for solution adoption; builds relationship and trust/respect with the clients (voice of the client and business/field).
• In partnership with Launch Project Manager, Product Manager, and Sr. Directors, defines the solution rollout strategy and schedules and facilitates overall Knowledge Shares sessions to the business/field, senior management and clients, as needed.
• Participates in sprint reviews and evaluates Epics, Themes and User Stories to assess impact of change and drives adoption requirements for the business and clients (voice of the client and business/field). 
• Defines the impact and changes to the Implementation Model of a solution/feature—communicates with the business/field, as well as aids in defining the impact and changes to the Service Model of a solution/feature, includes the delivery of changes to models, roles & responsibilities and processes.
• Partners with Knowledge Management (LUMIN), Learning & Performance and Information Delivery Services (IDS) Teams, and together, drives requirements needed for business and client adoption of solution/feature (Internal/Client Readiness Plans).
• Provides oversight during product/solution deployments (sometimes during non-standard business hours), participates in root cause analysesand creates and delivers business and client communications as needed based on outcome (planned and unplanned).

• 3-5 years of experience in HCM, HR/PR, Benefits, Talent, TLM, and/or Tax or shared products is required.
• Experience working in a product or IT operations or Business Analysis, Service, Implementation or Quality Assurance capacity preferably in a high tech / service industry.
• Ability to communicate diverse client and associate end-user requirements to ensure that communication and documentation is developed to meet the needs of our stakeholders.
• A service centric mindset and passion for delighting our clients in terms of ADP products and their delivery, is a must.
• Ability to follow change management methodology and drive associate and client adoption of ADP products and solutions.
• An objective thinker who can provide assertive field input to Product Delivery Life Cycle, and also be a solid collaborative partner with Product Management and Development for joint success.
• Knowledge of the software development lifecycles and methodologies.
• Knowledge of different service delivery models (SaaS, Outsourced Services etc.) and optimizing service and implementation models to maximize client experience including through self-service, while maximizing ADP’s implementation and delivery efficiencies.
• Must possess excellent communication, writing and process and analytical skills, as well as organizational skills.
• Expert knowledge in assigned ADP products.
• Ability to apply an understanding of industry terminology, process flow and structure to problem solving and communications.
• Must be able to work well under pressure and have a strong understanding of the products and businesses being supported by the team with a strong client focus.
• Must possess a can-do, winning attitude; the highest level of integrity; and the ability to inspire confidence with an open, trustworthy, and engaging style.

Qualifications:

• Bachelor's Degree in Business Administration, Information Systems, or the equivalent in education and experience.
• Agile and SCRUM certification, CMMi, or ITIL preferred but not required.