Job Details

Job Number 18-0029
Title Advisor, Technology Product 2
City remote
Description Position Summary:
The Product Advisor II 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 II will participate in the resolution of escalations, highly complex issues and issues with
potential for high customer impact. The Product Advisor II will identify areas for improvement that will aid the team
and our customers in supporting our solutions. The Product Advisor II will champion supportability issues by
working with other departments and team members in the identification of product limitations, providing
documentation, specific actions and results regarding future change or enhancement requests.
The Product Advisor II 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 II will provide status
updates, feedback and suggestions for improvement to team members and Support Leadership.
The Product Advisor II is able to perform the responsibilities of the role on more than one product.
A portion of the Product Advisor II’s time may be spent performing individual tasks related to the department or
team goals.
Duties and Responsibilities:
 Take an active role towards the resolution of escalations for highly complex, high impact issues
 Inform Support leadership team of the priority issues you are actively engaged in
 Manage escalations and supportability issues with Development and other departments
 Actively participate in CCB /Work Item review meetings and other defect/enhancement prioritization
efforts
 Analyze root cause, quantify impact to support, create and offer options for solution
 Provide Service Order assistance to team (knowledge sharing, training, and mentoring). Lead SO review
meetings
 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
 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
 Participate in release reviews. Review release documentation and training for supportability
 Communicate product updates, new or changing features, and customer impact issues to the team
 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
 Remain the expert for the solution, for one or more products, as the product evolves and share the
expertise with the team
 Collaborate with peers and support leadership to discuss activities, strategies, initiatives, and
opportunities that support team and business goals. Recommend suggestions for team and department
improvement
 Collaborate with peers and support leadership to discuss activities, strategies, initiatives, and
opportunities that 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
 6+ 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 II 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 II will participate in the resolution of escalations, highly complex issues and issues with
potential for high customer impact. The Product Advisor II will identify areas for improvement that will aid the team
and our customers in supporting our solutions. The Product Advisor II will champion supportability issues by
working with other departments and team members in the identification of product limitations, providing
documentation, specific actions and results regarding future change or enhancement requests.
The Product Advisor II 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 II will provide status
updates, feedback and suggestions for improvement to team members and Support Leadership.
The Product Advisor II is able to perform the responsibilities of the role on more than one product.
A portion of the Product Advisor II’s time may be spent performing individual tasks related to the department or
team goals.
Duties and Responsibilities:
 Take an active role towards the resolution of escalations for highly complex, high impact issues
 Inform Support leadership team of the priority issues you are actively engaged in
 Manage escalations and supportability issues with Development and other departments
 Actively participate in CCB /Work Item review meetings and other defect/enhancement prioritization
efforts
 Analyze root cause, quantify impact to support, create and offer options for solution
 Provide Service Order assistance to team (knowledge sharing, training, and mentoring). Lead SO review
meetings
 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
 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
 Participate in release reviews. Review release documentation and training for supportability
 Communicate product updates, new or changing features, and customer impact issues to the team
 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
 Remain the expert for the solution, for one or more products, as the product evolves and share the
expertise with the team
 Collaborate with peers and support leadership to discuss activities, strategies, initiatives, and
opportunities that support team and business goals. Recommend suggestions for team and department
improvement
 Collaborate with peers and support leadership to discuss activities, strategies, initiatives, and
opportunities that 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
 6+ 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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