Job Details

Job Number 18-0026
Title Advisor, Technology Product 3
City remote
Job Type Regular - Full Time
Description Position Summary:
The Product Advisor III is responsible for interfacing with customers, team members and other departments to
guide and facilitate the day to day support to McKesson customers in diagnosing, troubleshooting and debugging
enterprise level highly sophisticated software and computer systems. This position will actively engage and serve
as mentor and trainer on issues requiring complex analysis and troubleshooting to expedite resolution of
customer issues.
The Product Advisor III will participate in the resolution of escalations, highly complex issues and issues with
potential for high customer impact. The Product Advisor III will identify areas for improvement that will aid the
team and our customers in supporting our solutions. The Product Advisor III will champion supportability issues
by working with other departments and team members in the identification of product limitations, providing
documentation and specific actions and results regarding future change or enhancement requests.
The Product Advisor III is expected to establish open lines of communication with customers, support leadership
and peers to foster attainment of business, department and team goals. The Product Advisor III will provide
status updates, feedback and suggestions for improvement to team members and Support Leadership.
The Product Advisor III is able to perform the responsibilities of the role on multiple products.
A portion of the Product Advisor III’s time may be spent performing individual tasks related to the department or
team goals.
Duties and Responsibilities:
1. Take the lead role in active engagement of escalations for extremely complex, high impact issues
2. Communicate priority issues and the actions being taken toward resolution to Support leadership
3. Manage escalations and supportability issues with Development and other departments
4. Actively participate in CCB /Work Item review meetings and other defect/enhancement prioritization
efforts
5. Analyze root cause, quantify impact to support, create and offer options for solution
6. Provide Service Order assistance to team (knowledge sharing, training, and mentoring). Lead SO review
meetings
7. Proactive review of open team Service Orders to assess troubleshooting steps, create action plans and
provide guidance to team members. Follow up to confirm execution of recommendations
8. Create relevant, usable knowledge. Provide final review on Knowledge articles, reports and training. Act
as team Knowledge champion assuring Knowledge authoring is effective and adding value to team and
customers
9. Participate in release reviews. Review release documentation and training for supportability
10. Communicate product updates, new or changing features, and customer impact issues to the team
11. Distribute and discuss new product issues and updates. Help to proactively notify customers of critical
software problems and solutions
POSITION DESCRIPTION
Position Title:
Page 2
12. Remain the expert for the solutions you are responsible for as the products evolve and share the
expertise with the team
13. Collaborate with peers and support leadership to discuss activities, strategies, initiatives, and
opportunities which support team and business goals. Recommend suggestions for team and
department improvement
Note: The omission of specific statements of duties does not exclude them from the position if the work is
similar, related or a logical assignment to the position.
Education and Minimum Experience:
 4 year degree in Computer Science or related field or equivalent experience
 12+ years customer service experience and demonstrated organizational skills
Knowledge, Skills and Abilities Required:
 Thorough knowledge of customer service policies, practices and systems
 Good interpersonal/relationship building skills
 Good verbal and written skills
 Ability to lead collaborative team meetings
 Ability to prioritize and demonstrate time management skills
 Self –directed, Self Starter
Travel Requirements:
 Approximately 25%
Freedom to Act:
 Work is performed without appreciable direction. Participates in determining objectives of assignment. Plans,
schedules, and arranges own activities in accomplishing objectives in an unsupervised and unstructured
environment. Teams include both client staff and Leidos Health Consultants.
Disclaimer:
This document describes the minimum, essential duties, responsibilities, skills, abilities, effort and working
conditions of the position. It in no way implies that these are the only functions to e performed by the employee.
Employees are required to follow any other job-related instructions and to perform any job-related functions
requested by their supervisor or manager. Successful performance requires that the employee possess and
utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate
individuals with disabilities. Some functions may exclude individuals who pose a threat or significant risk to the
health and safety of themselves or others.
___________________________________ ______________________
M. Katie Dexter Date
Director, Human Resources Leidos Health
Requirements Position Summary:
The Product Advisor III is responsible for interfacing with customers, team members and other departments to
guide and facilitate the day to day support to McKesson customers in diagnosing, troubleshooting and debugging
enterprise level highly sophisticated software and computer systems. This position will actively engage and serve
as mentor and trainer on issues requiring complex analysis and troubleshooting to expedite resolution of
customer issues.
The Product Advisor III will participate in the resolution of escalations, highly complex issues and issues with
potential for high customer impact. The Product Advisor III will identify areas for improvement that will aid the
team and our customers in supporting our solutions. The Product Advisor III will champion supportability issues
by working with other departments and team members in the identification of product limitations, providing
documentation and specific actions and results regarding future change or enhancement requests.
The Product Advisor III is expected to establish open lines of communication with customers, support leadership
and peers to foster attainment of business, department and team goals. The Product Advisor III will provide
status updates, feedback and suggestions for improvement to team members and Support Leadership.
The Product Advisor III is able to perform the responsibilities of the role on multiple products.
A portion of the Product Advisor III’s time may be spent performing individual tasks related to the department or
team goals.
Duties and Responsibilities:
1. Take the lead role in active engagement of escalations for extremely complex, high impact issues
2. Communicate priority issues and the actions being taken toward resolution to Support leadership
3. Manage escalations and supportability issues with Development and other departments
4. Actively participate in CCB /Work Item review meetings and other defect/enhancement prioritization
efforts
5. Analyze root cause, quantify impact to support, create and offer options for solution
6. Provide Service Order assistance to team (knowledge sharing, training, and mentoring). Lead SO review
meetings
7. Proactive review of open team Service Orders to assess troubleshooting steps, create action plans and
provide guidance to team members. Follow up to confirm execution of recommendations
8. Create relevant, usable knowledge. Provide final review on Knowledge articles, reports and training. Act
as team Knowledge champion assuring Knowledge authoring is effective and adding value to team and
customers
9. Participate in release reviews. Review release documentation and training for supportability
10. Communicate product updates, new or changing features, and customer impact issues to the team
11. Distribute and discuss new product issues and updates. Help to proactively notify customers of critical
software problems and solutions
POSITION DESCRIPTION
Position Title:
Page 2
12. Remain the expert for the solutions you are responsible for as the products evolve and share the
expertise with the team
13. Collaborate with peers and support leadership to discuss activities, strategies, initiatives, and
opportunities which support team and business goals. Recommend suggestions for team and
department improvement
Note: The omission of specific statements of duties does not exclude them from the position if the work is
similar, related or a logical assignment to the position.
Education and Minimum Experience:
 4 year degree in Computer Science or related field or equivalent experience
 12+ years customer service experience and demonstrated organizational skills
Knowledge, Skills and Abilities Required:
 Thorough knowledge of customer service policies, practices and systems
 Good interpersonal/relationship building skills
 Good verbal and written skills
 Ability to lead collaborative team meetings
 Ability to prioritize and demonstrate time management skills
 Self –directed, Self Starter
Travel Requirements:
 Approximately 25%
Freedom to Act:
 Work is performed without appreciable direction. Participates in determining objectives of assignment. Plans,
schedules, and arranges own activities in accomplishing objectives in an unsupervised and unstructured
environment. Teams include both client staff and Leidos Health Consultants.
Disclaimer:
This document describes the minimum, essential duties, responsibilities, skills, abilities, effort and working
conditions of the position. It in no way implies that these are the only functions to e performed by the employee.
Employees are required to follow any other job-related instructions and to perform any job-related functions
requested by their supervisor or manager. Successful performance requires that the employee possess and
utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate
individuals with disabilities. Some functions may exclude individuals who pose a threat or significant risk to the
health and safety of themselves or others.
___________________________________ ______________________
M. Katie Dexter Date
Director, Human Resources Leidos Health
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