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# Senior Product, Systems Specialist

- **Company:** SILVERROCK GROUP LLC
- **Location:** Tempe, AZ, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** JIRA, Business Systems, System Configuration, Issue Tracking Systems, Salesforce.Com, SQL Databases, Data Streaming, Twilio, Web Applications, Pega, Genesys, Zendesk, Servicenow
- **Published:** July 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=329b415ce5673d20

## About the Role

* People who demonstrate strong ownership and can operate independently without waiting for direction
 * Curious problem-solvers who are comfortable navigating ambiguity and complex systems
 * Professionals who can influence stakeholders and drive work across teams and vendors
 * Clear communicators who set expectations well and translate complex issues for varied audiences
 * Process-minded operators who look for ways to improve how work gets done
 * Natural mentors who enjoy supporting teammates and raising the bar for the team
 * Calm, resilient individuals who perform well during incidents and high-pressure situations

The Specifics

 * 3+ years of experience in operations, product support, systems support, or similar roles
 * Bachelor's degree in Business, IT, or a related field (or equivalent practical experience)
 * Demonstrated ownership of complex tickets, incidents, or operational workflows
 * Experience working across multiple business systems and tools
 * Hands-on experience with ticketing systems such as Jira, Zendesk, or ServiceNow
 * Strong understanding of troubleshooting concepts, web applications, and data flow
 * Proven ability to manage multiple projects and competing deadlines

Nice to Have

 * Experience working directly with vendors on system or product escalations
 * SQL or data query experience

## Description

In long, as the Senior Product, Systems Specialist, you will be responsible for:

 * Owning high-impact, complex support issues end-to-end, from intake through full and permanent resolution
 * Acting as an escalation point for complex, ambiguous, or high-risk tickets
 * Driving root-cause analysis and implementing preventative fixes rather than short-term workarounds
 * Managing multiple concurrent priorities in a fast-paced, high-volume environment
 * Serve as first-line systems operator across PCMI, Genesys, Twilio, Pega, Salesforce, Website, and other platforms
 * Investigating issues across multiple business systems to identify root causes and cross-system dependencies
 * Configuring and optimizing platforms to resolve problems and improve workflows
 * Supporting system releases, configuration changes, and feature rollouts
 * Leading triage and resolution of critical operational incidents
 * Partnering directly with vendors during escalations and driving issues to closure
 * Communicating status, risks, and timelines clearly to stakeholders across the business
 * Identifying workflow gaps and proposing or implementing scalable process improvements
 * Increasing team throughput, efficiency, and documentation quality
 * Building and maintaining knowledge base content and repeatable solutions
 * Contributing to operational best practices and support standards
 * Influencing cross-functional stakeholders and setting clear expectations


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