• Manage bi-weekly sprints with engineering team using Agile methodology in JIRA.• Manage product initiatives by creating tickets in JIRA and writing detailed functional requirements using Gherkin syntax for development use.• Build UX wireframes. • Meet with engineering and data teams to perform technical discovery and develop product strategy.• Build SQL queries to determine the usage of application features and use the results to justify development work.• Maintain product technical documentation, project specifications, and release notes in Confluence.

• Collaborate with the product team in bi-weekly sprint planning meetings to determine which items will be worked on to satisfy the product vision.• Build utilities using VB.Net to provide reports and access to client data without direct access to the database. • Collaborate with members of the marketing, product, and client services team to communicate upcoming features to clients and internal shareholders.

• Receive escalations from support specialist to troubleshoot or route to the developers.• Debug production based errors on local system to identify code that developers will need to refactor.• Participate in bi-weekly sprint planning meetings with the development team to clarify production errors and prioritize which defects need to be worked on.• Create troubleshooting documentation for solution and support specialists.• Lead company-wide training to transition multiple teams to a single ticketing system.• Create views and perform database transformations to customize client applications.• Work alongside the product manager to determine new features that can be introduced to the application.

• Field calls, emails, and chats from Frontline Recruiting & Hiring Super Users.• Write detailed summaries of issues to clearly communicate defects reported by clients to senior members of the support team.• Perform minor JQuery overrides to customize the application for individual clients.• Lead team that worked with clients to pilot LiveChat in their application and create documentation for the support team detailing how they are to incorporate chat within their daily workload.• Use SQL to search databases and build queries for client reports.

• Remotely field technical support issues from users from over a dozen law firms, including two of the top 10 law firms in the U.S.• Field calls from employees of all levels, from paralegals to C-level executives• Write detailed summaries of issues to clearly communicate troubleshooting steps taken and troubleshooting steps required by IT.• Collaborate with a team to quickly resolve troubleshooting issues.• Assist management with creating training documentation for new clients and updating existing client procedures.