Product Experience Specialist (1525-127)

College of Southern Idaho

Twin Falls (ID)

On-site

USD 50,000 - 61,000

Full time

14 days+

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Benefits offered by this job

Tuition assistance

Free Gym/Recreation center membership

Retirement plan

Job summary

College of Southern Idaho's Office of Information Technology is seeking a technically focused Product Experience Specialist (PES) to support college business owners and their cloud-based tools, aligning with IT and vendors and driving adoption.

You will manage end-user engagement, provide training, document processes, and contribute to cybersecurity/compliance and continuous improvement across deployments. On-site role in Twin Falls with regular hours and occasional after-hours support.

Qualifications

Experience supporting cloud-based enterprise tools.
Ability to communicate technically and non-technical.
Ability to manage multiple concurrent work streams.
Willingness to travel for events or activities.

Responsibilities

Support business owners and IT in configuration, testing, and post-implementation training.
Provide end-user engagement and technical support for cloud tools.
Resolve issues across channels: in person, email, phone, Teams.
Contribute to documentation and training materials to improve user experience.
Suggest product improvements and maintain cybersecurity/compliance awareness.

Skills

Excellent listener

Effective communicator

Strong empathy

Service-oriented mindset

Time management

Problem solving

Independent worker

Education

Associate degree or higher

Job description

We are looking for a technically focused Product Experience Specialist (PES) to join the Office of Information Technology. The Product Experience Specialist (PES) directly supports college business owners and their cloud-based tools in achieving their business objectives and delivering a world-class customer experience. This position is responsible to the business owner, IT, and the product vendor for ensuring alignment with configuration, testing, initial post-implementation training, communications, functional and technical support, and ongoing troubleshooting to drive the adoption, consumption, expansion, and continual maintenance of the tools, integrations, and electronic assets.

ESSENTIAL FUNCTIONS

Domain Expertise: Demonstrate deep domain expertise in system configuration, ongoing development, end user engagement, communications, and technical support of assigned tools.
Product Expertise: Provide expertise on the assigned product’s features, capabilities, dependencies, and technical and functional limitations.
Advocate: Act as a Subject Matter Expert (SME) advocate to identify, analyze, and understand SME and end-user issues and needs, then work on their behalf to achieve resolutions.
Problem Solving: Engage with SMEs and end users to review, analyze, and resolve simple to complex product and functional issues.
Engaged Support: Confidently support users through multiple channels, including in person, email, phone, and Teams.
Proactive: Proactively offer technical assistance to users and respond to tier two support inquiries.
Continuous Improvement: Review, analyze, support, and test product release functionality to expand the knowledge base on upcoming features and enhance the user experience and satisfaction with business operations.
Communication: Initiate operational and system enhancement feedback from end users, peers, and the internal team.
Documentation and Training: Collaborate with SMEs, IT, and other stakeholders to support the development of product documentation, training programs, and materials to ensure consistent alignment with tool capabilities and business needs and to improve the user experience.
Product Enhancement: Provide feedback to vendors for process improvements, new or improved functionality, and operational efficiencies related to daily procedures.
Cybersecurity and Compliance: Support the cybersecurity team by ensuring systems, data, and tools remain current with security settings and features to support ongoing regulatory compliance.

REQUIRED SKILLS

Strong empathy toward others
Service-oriented mindset
Effective time management and scheduling skills
Manage high-pressure, stressful, and tense customer encounters consistently with calmness, professionalism, and the highest degree of respect
Comfortable with learning, using, and supporting information systems
Troubleshoot problems methodically, independently, and with minimal supervision
Effectively manage multiple concurrent work streams (e.g., multiple support tickets, tasks, etc.) simultaneously while maintaining strong attention to detail
Sound personal and professional judgment and decision-making skills
Ability to understand, interpret, and document detailed process content
Work well with leadership, peers, stakeholders, and end users
Appropriately prioritize projects and tasks
Prompt, attentive, and dependable
Ability to work independently and as part of a team
Ability to take initiative
Demonstrated proficiency in oral, written, and interpersonal communication skills
Ability to handle complaints and problem-solve effectively
Great attitude
Maintain the ability to receive feedback and constructive criticism
Willingness to receive additional training to improve job skill set
Understand and apply change management best practices
Knowledge of project management methodologies and tools
Ability to guide and support the SME in managing cloud-based tools and platforms, including client support, SLA management, and continuous improvement
Ability to develop and deliver high-quality training to end-user groups

DESIRED COMPETENCIES

Ability to perform technical review of existing solutions and develop compelling business case proposals for strategic initiatives and operational improvements.
Ability to maintain composure in high-stress situations, provide calming mediation strategies, and engage senior-level stakeholders and leadership appropriately.
Ability to read and understand technical and functional product/service specifications.
Effectively resolve conflict and negotiate opposing requirements from business owners, leadership, and key stakeholders.
Accurately interpret and translate complex technical information on behalf of constituents, relaying this information accurately, simply, and concisely to enhance system functionality, improve operational efficiencies, and enrich the user experience.
Ability to mentor, coach, train, communicate, and support a variety of stakeholders.
Working knowledge of contemporary cybersecurity requirements, including FERPA and other mandates and security requirements.

PREFERRED EDUCATION / EXPERIENCE

Associate degree or higher from an accredited school
Demonstrated ability to meet the responsibilities of the job position
Two or more years of work experience in a business environment involving support management, higher education, business management, project management, and enterprise technologies
Experience using higher education applications such as Anthology Student, Anthology Reach, FHP, Canvas, NetPartner, 25Live, etc.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

This position is scheduled to work on premises, 40 hours per week, primarily between 8:00 a.m. and 5:30 p.m., Monday through Friday. Scheduled hours may vary depending on the academic calendar and project needs. Department staff agree to be available after hours for escalation support of mission‑critical systems and services at the discretion of senior IT leadership. Scheduled time off may be restricted or limited for specific days or weeks during the calendar year to ensure adequate coverage and support for pre‑semester, in‑service, registration, or other time‑sensitive activities. Some travel is required.

General office environment
Must be able to work some evenings and weekends
Some travel required to attend events and activities
Lifting and carrying up to 50 pounds

ADDITIONAL INFORMATION

Tuition assistance for yourself and your immediate family here at CSI, reciprocal agreements for tuition assistance for you at Lewis‑Clark State College and Idaho State University.
Free Gym/Recreation center membership for you and your family.
Discounted athletic events.
Discounted Herrett Center events and shows.
Medical – Select Health.
Dental – Delta Dental/Willamette.
Vision – Ameritas/VSP.
Retirement plan with the following contribution rates.
- Employee Contribution: 7.18%
- Employer Contribution: 11.96%

The College of Southern Idaho is an equal opportunity employer with a commitment to cultivating and sustaining an environment in which our employees and learners thrive. The College prohibits discrimination on the basis of any legally protected status

Tracking Code 1525-127 Job Description

We are looking for a technically focused Product Experience Specialist (PES) to join the Office of Information Technology. The Product Experience Specialist (PES) directly supports college business owners and their cloud-based tools in achieving their business objectives and delivering a world‑class customer experience. This position is responsible to the business owner, IT, and the product vendor for ensuring alignment with configuration, testing, initial post‑implementation training, communications, functional and technical support, and ongoing troubleshooting to drive the adoption, consumption, expansion, and continual maintenance of the tools, integrations, and electronic assets.