Job Description

BCG consultants rely on our internal Knowledge organization to provide research and expertise for client work. Requests for Knowledge assistance are managed through a request management system (RMS) which is highly customized system based on the ServiceNow platform. The RMS is managed by a product team who continually enhance and update the platform to meet changing business needs. The RMS product management team is seeking a strong candidate to provide operational and business analysis support. The primary purpose this role is to listen to customer needs, explain how the RMS works, and write crystal-clear requirements for our development team. In addition you will:

* Attend meetings and correspond with customers to understand the changes they would like to the RMS, and explain RMS capabilities
* Document new RMS enhancement requests and bugs in user stories for the development team
* Groom and prioritize the backlog of enhancement requests and bug-fixes
* Set expectations and communicate progress updates with customers
* Coordinate meetings and record meeting notes
* Coordinate and assist with special projects
* Respond to end-users about RMS questions. Analyze and troubleshoot RMS issues which cannot be resolved by the RMS support team
* Maintain and improve processes in the RMS development cycle
* Mainain documentation of system functionality and operational workflows
* Providing basic reporting as-needed using naitive RMS reporting tools, Excel, and Tableau
* Occasionally assist with QA testing

Customer service, communication and collaboration

* Youre good at understanding and empathizing with customers, responding to their needs with the right level of urgency and professionalism. Youre good at listening, asking the right questions, suggesting different options, documenting needs in user stories, proactively addressing issues and communicating progress
* Your listening, speaking, reading and writing in English is excellent. Your communication is clear, succinct, professional and polished
* You enjoy working on a team and collaborating with others. Youre confident and willing to actively engage customers and RMS team members. You bring a positive, can-do attitude

Sweating the details

* Youre meticulous, precise, and anticipate potential problems
* Youre continually looking for ways to improve processes and operations
* Youre good at documenting details in user communications, user stories, system documentation and training materials

Learning new systems and technologies

* You have a great aptitude for learning new technologies and systems. The RMS is a complex, proprietary system, and your ability to learn how it works be crucial in communicating with customers and the dev team

Commitment, accountability and reliability

* Youre good at fulfilling commitments for which you are accountable
* You are very reliable and can build trust with customers and team members
* Bachelors degree and/or demonstrated related experience in appropriate fields required
* A minimum of 2+ years of in a similar product management / analyst role which includes interfacing with customer groups, documenting business requirements, and conveying user stories to technical team
* Experience working in a hybrid agile product development environment
* Experience with databases and data analysis using Excel
* Strong preference for applicants with skills with Jira, ServiceNow or similar request management systems, Outlook, PowerPoint, and Tableau
* Preference for applicants with experience in professional services domain and/or knowledge management