About the job
Assurity Trusted Solutions (ATS), a wholly owned subsidiary of the Government Technology Agency (GovTech), has been a trusted partner for over a decade. We specialize in delivering a wide array of products and services that encompass infrastructure and operational services, governance and assurance, as well as managed processes. In an increasingly dynamic digital and cyber landscape, where trust and collaboration are paramount, ATS is committed to driving positive business outcomes through strategic partnerships with GovTech, government entities, and commercial collaborators to address cyber risks and enhance security measures.
Key Responsibilities:
Product Operations & Support
- Oversee and prioritize user requests, inquiries, and operational support tickets from both internal and external stakeholders.
- Analyze and categorize product-related issues and user requests to identify recurring trends and potential improvement opportunities on a regular basis.
- Manage operational workflows and task tracking through Jira boards and support channels.
- Facilitate issue resolution and escalations by coordinating with engineering, operations, and cross-functional teams.
- Enhance product operational processes to ensure effective management of user inquiries and technical support requests.
User Engagement & Testing Support
- Organize user testing sessions and product validation activities involving internal and external stakeholders.
- Gather and synthesize user feedback to inform product enhancements and prioritize features.
- Assist in collecting product usage metrics and operational data for monthly reporting and performance tracking.
Backlog Management & Product Delivery Support
- Support the intake and tracking of product feature requests and initiatives for operational enhancements.
- Lead the backlog grooming process and coordinate with engineering, operations, and design teams.
- Monitor feature implementation progress to ensure alignment with product priorities and delivery timelines.
Product Documentation & Content Management
- Assist in the creation and upkeep of product documentation, user manuals, and operational procedures.
- Collaborate with engineering and operations teams to ensure documentation accurately reflects current platform capabilities and workflows.
- Contribute to the improvement of user-facing product information and support resources.
Technical & Platform Knowledge
- Develop a foundational understanding of cloud infrastructure, networking concepts, and resource provisioning.
- Support operational processes related to cloud platform services and hosting models.
- Collaborate with internal teams and cloud service providers to enhance platform operations and product integration.

