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Digital Product Support Analyst
Irvine, CA
Job Description
"I can succeed as the Digital Product Support Analyst at Capital Group."
As the Digital Product Support Analyst, you demonstrate intermediate knowledge across Retirement Plan (RP) websites: Participant, Sponsor and TPA versions of both PlanPremier and RecordkeeperDirect products. You oversee the management of website incident tickets and exhibit subject matter expertise in the business rules governing RP websites, including knowledge of the processes of working through those incidents with our vendors as needed . You're responsible for user acceptance testing efforts including creating test plan and securing testing resources for new web features or functionality and for ensuring defects are identified and resolved in a timely manner. You provide guidance to Digital Product teams, including IT, by providing business insights and organizational knowledge to influence requirements. In this role you will play a critical part in maintaining the functionality and reliability of our digital platforms, ensuring a seamless experience for our clients and users.
Essential Functions
Website Incident Management:
User Acceptance Testing & Troubleshooting:
"I am the person Capital Group is looking for."
Orange County Base Salary Range: $71,425-$114,280
Los Angeles Base Salary Range: $77,177-$123,483
In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.
You can learn more about our compensation and benefits here .
* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.
We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.
As the Digital Product Support Analyst, you demonstrate intermediate knowledge across Retirement Plan (RP) websites: Participant, Sponsor and TPA versions of both PlanPremier and RecordkeeperDirect products. You oversee the management of website incident tickets and exhibit subject matter expertise in the business rules governing RP websites, including knowledge of the processes of working through those incidents with our vendors as needed . You're responsible for user acceptance testing efforts including creating test plan and securing testing resources for new web features or functionality and for ensuring defects are identified and resolved in a timely manner. You provide guidance to Digital Product teams, including IT, by providing business insights and organizational knowledge to influence requirements. In this role you will play a critical part in maintaining the functionality and reliability of our digital platforms, ensuring a seamless experience for our clients and users.
Essential Functions
Website Incident Management:
- Attends daily meetings with Digital RP Product Team to review all website incidents to be prioritized and resolved, while ensuring timely execution.
- Responsible for assessing business impacts to determine priority of incident resolution.
- Partners with vendor or development team responsible for fixing, improving, or updating the incidents.
- Reviews and approves all actions needed to address website incidents.
- Holds the partner teams accountable for timely resolution.
- Proactively communicates to senior leadership for any issue escalations.
- Replicate, research, and resolve web incidents in collaboration with vendors, internal Retirement Plan Services (RPS) business, and other internal departments.
- Document and track incidents using Service Management processes and tools.
User Acceptance Testing & Troubleshooting:
- Project Business Acceptance Testing and defect triage for our public-facing RP websites.
- Bi-weekly Thursday evening (after 5:00 pm) Pacific Time RP Release testing support.
- Disaster Recovery Exercise testing support - April/October.
- Year-End Updates - Coordinate website maintenance to update tax year content annually & perform testing.
- Monthly vendor Modification Install testing.
- Participant mobile apps.
"I am the person Capital Group is looking for."
- You have experience with Website Incident Management and User Acceptance Testing and Troubleshooting.
- You have experience working across diverse groups both internal and external.
- You're flexible and able to test after hours during production support issues and/or project launches.
- You're a curious intellectual with analytical tendencies that help you thrive when investigating issues that may be complex, ambiguous, or adverse.
- You possess exceptional communication both written and verbal and can engage in discussions at various levels within the organization, including senior business leaders.
- You have experience with Incident Management systems/processes using ServiceNow.
- You're responsible for the Retirement Plan (RP) forms maintenance [new/removal/updates].
- You have experience with Smartdesk, Microsoft Office Products, and SONI .
- You have experience working in an Agile environment including JIRA is preferred.
Orange County Base Salary Range: $71,425-$114,280
Los Angeles Base Salary Range: $77,177-$123,483
In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.
You can learn more about our compensation and benefits here .
* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.
We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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