CET Support Analyst

Why join us?

Our purpose is to design for the good of humankind. It's the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

GENERAL PURPOSE

As a Digital Product Analyst - CET, you will provide direct support for and assist in enhancing MillerKnoll CET, the primary tool used for design and specification by North American dealers. You will be responsible for monitoring, analyzing and assisting in the resolution of issues and inquiries by interfacing directly with end users of the software. You will be a key factor in enabling growth in digital experiences for contract clients.

ESSENTIAL FUNCTIONS

Acts as the champion of the user's needs.

Monitors, validates, and prioritizes support inquiries from CET end users.

Provides responsive feedback and timely status updates regarding support inquiries.

Escalates urgent issues within development team, providing additional detail as necessary.

Create plan to ensure that product launch and maintenance costs remain within budgets.

Develop and conduct training relating to product implementation and program changes.

Ensures that all necessary user acceptance, performance, and post production testing is conducted and documented according to Herman Miller testing guidelines.

Fosters a culture of customer-centered design throughout the organization.

Identifies opportunities and trends from the digital marketplace, analyzing relevant vendors and keeping an eye toward our competitive landscape, making recommendations to Digital Product Managers.

Identify relevant metrics to track, utilize metrics to analyze performance and continually improve company products.

Interact with key stakeholders with respect to product features and product development strategy as well as shared initiatives, shared compliance issues, and support needs.

Provide lifecycle analysis of digital products, from market research before a product is launched, and performance monitoring once product is mature, through evaluation for product sunset.

Work with the Digital Product Manager and key stakeholders to define scope, costs and timelines for updating existing products and implementing new products.

Performs additional responsibilities as requested to achieve business objectives.

Additional Essential Functions

Performs additional responsibilities as requested to achieve business objectives.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Education/Experience - Not Parsed

Bachelor's Degree in IT or Business, Statistics or a related field, or an equivalent combination of education and experience.

3-5 years of experience in product or business analysis, preferably within technology.

Licenses and Certifications

Skills and Abilities

A passion for and understanding of digital products and marketplaces.

Strong analytical skills, with ability to synthesize data into actionable goals.

Experience in requirements analysis and definition.

A deep understanding of the contemporary digital ecosystem.

Critical thinking skills to recommend original and productive ideas

The ability to conduct market research.

Ability to design and document extensive test scenarios.

Excellent written and verbal communication skills with the ability to influence decision making and creative concepts.

The ability to use the office automation, communication, software, and tools in the MillerKnoll office environment.

Additional Skills and Abilities

2+ Years of Experience in CET Designer strongly preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Must be able to perform all essential functions of the position with or without accommodations.

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We're committed to equal opportunity employment, including veterans and people with disabilities.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.