PURPOSE OF THE ROLE
Under the general direction of the Director of Client Services, the QA Specialist and Technical Operations candidate will build on existing testing and operational processes to in support of internal and external customer interactions with Client Services tools. This includes third-party customer relationship management (ServiceNow) software, telephony infrastructure (3C Logic), and other internal and external software. The role requires developing, executing, and measuring of features developers prepare for use by customers. The candidate will identify opportunities for collaboration with internal and external parties to support business objectives and the tools roadmap. Additionally, they will handle escalated customer questions from internal stakeholders regarding anomalies or operational requests from internal customers.
Essential Functions / Key Areas of Responsibility
Develop, implement and execute test plans and test cases to measure existing functionality
· Deploy additional test plans and test cases as additional features are introduced to the ecosystem
· Track any defects, document them and work closely with developers and the scrum master to bring them to resolution while
communicating to key business stakeholders.
· Perform routine operational tasks including but not limited to adding users, editing users, running reports, and changing user roles.
· Create and maintain documentation that supports operational processes and/or work instructions in support of the routine
operational tasks.
· Create and manage a program to identify, recommend, and act on improvements to our testing process and methodologies
Collaborate with internal teams and external partners to enhance the effectiveness and efficiency of our QA program.
· Review and edit articles that are submitted for publication to assess grammar, tagging for efficient searching, and spelling.
· Define and follow a template to create and maintain detailed test cases for existing functionality and a process to build new ones
as additional functionality is added.
· Field questions from internal stakeholders related to the application performance, user access, and retain ownership of resolution
while escalating to other internal stakeholders until a solution is reached.
· Establishing and maintaining a good working relationship with internal IT teams, developers, and external partners to ensure our
interests around quality assurance and operational efficiency are essential.
· Assess, estimate and measure the level of effort (hours, days, weeks) individual units of work or projects for testing purposes or
operational overhead
· Independently update tasks and include relevant stakeholders where applicable at regular intervals and on an as needed basis
· Pro-actively identify opportunities and propose solutions to create a better customer (internal or external) experience from
interactions with customers or internal team members
· Prioritize multiple tasks against their changing priority quickly and decisively based on deadlines while keeping key stakeholders
informed of the changes
· Escalate and resolve issues/questions to 3rd parties (i.e., ServiceNow) as needed
· Identify and socialize requirements with 3rd parties and manage the resource(s) effectively and efficiently when required
· Pro-actively identifying issues that may introduce or exacerbate current/known customer issues with software we are using
· Participate in the scheduling, execution, and management of upgrading tools including 3rd party customer relationship
management system (i.e., ServiceNow)
Chorus Role(s)
Insert Chorus Role(s) link here - not applicable in the US.
Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language
· 2+ Years quality assurance in ServiceNow or equivalent experience in another CRM tool
· 2+ years development experience with API and Web Services
· 2+ years working with Databases (e.g., Oracle) in an operational or development capacity
· 4+ years of experience within an IT organization in a product support or development capacity
· Working knowledge of programming languages including but not limited to HTML/CSS and JavaScript
· Familiarity with AJAX, AngularJS, Jelly Scripting, MID server setup
· Familiarity with web service integrations using REST, SOAP, etc.
· Familiarity with mobile app design and development for iOS and Android
· Bachelor’s degree in computer science, another relevant field of study, or equivalent work experience
· Experience building, maintaining, and establishing best practices for customer relationship management solutions and their
integrations
· Experience in website administration, including managing domain registration, certifications, and related configuration tasks
· Excellent written and oral communication skills and attention to detail
· Create and deliver presentations or demonstrations to peers, executives and others to collaborate and obtain feedback
Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language.
2+ Years quality assurance in ServiceNow or equivalent experience in another CRM tool
· 2+ years development experience with API and Web Services
· 2+ years working with Databases (e.g., Oracle) in an operational or development capacity
· 4+ years of experience within an IT organization in a product support or development capacity
· Working knowledge of programming languages including but not limited to HTML/CSS and JavaScript
· Familiarity with AJAX, AngularJS, Jelly Scripting, MID server setup
· Familiarity with web service integrations using REST, SOAP, etc.
· Familiarity with mobile app design and development for iOS and Android
· Bachelor’s degree in computer science, another relevant field of study, or equivalent work experience
· Experience building, maintaining, and establishing best practices for customer relationship management solutions and their
integrations
· Experience in website administration, including managing domain registration, certifications, and related configuration tasks
· Excellent written and oral communication skills and attention to detail
· Create and deliver presentations or demonstrations to peers, executives and others to collaborate and obtain feedback
· Strong business analysis skills with the capacity to listen, take notes, and engage in conversation simultaneously.