Systems Support Specialist - Urbandale, United States - ICONMA

Description

Systems Support Specialist


Location:
Urbandale, IA

Duration: 17-18 Months


Description:

Responsible for providing expertise and consultative services associated with the Quality Assurance Process for medium to high complexity projects.
Provides overall expertise in testing methodology and evaluation processes.

Identifies, recommends and implements changes/process improvements to enhance the effectiveness of automated and manual test strategies and framework and provides solutions for bottlenecks within the processes.

Directs preparation and execution of Quality Assurance Process plans and deliverables.
Design, develop and implement overall testing strategy for enterprise systems.


Duties and Responsibilities:

We are seeking a dynamic and skilled Support Specialist with software testing experience to join our team.

This unique position is dual-focused, with 70% dedicated to providing exceptional Tier 2 technical support and 30% to conducting thorough software testing and verification.

The ideal candidate will be experienced at troubleshooting complex technical issues and have a keen eye for detail, ensuring our software products meet the highest standards.

Stays current in Quality Assurance processes and/or techniques and recommends improvements and/or enhancements of new testing techniques and testing tools.

Develops, updates, and may provide training on Quality Assurance processes and deliverables which may include methodology, best practices.

Ensures standard Quality Assurance processes are adhered to by the project team and provides feedback and guidance to the team on processes and deliverables.

Gathers and communicates quality metrics and performs periodic Quality Assurance audits


Key Responsibilities:

Tier 2 Support (70%)

Problem Resolution Process:
Taking a lead role in following the Problem Resolution Process to address and resolve complex problems. You will apply your expertise in troubleshooting to identify the root cause of issues and provide effective solutions.
You will be responsible for providing Tier 2 level support for Client digital products.


Data Gathering and Synthesis:

Gathering data from multiple sources within and outside of Client and synthesizing it into useful information.
This will require effective information management and analysis skills to provide accurate and comprehensive support.


Cross-functional collaboration:

As part of this role, you'll have the chance to work closely with various departments and cross-functional teams to tackle complex customer-facing challenges.

Effective communication and strong organizational skills are vital in ensuring seamless collaboration across different areas.


Solution Development:


Developing solutions and short-term workarounds for complex product issues.

You will work closely with Client dealers, customers, internal employees, and external factory partners to provide product support and ensure customer satisfaction.

Support Service and Initiative Development:

Participating in the research, development, and implementation of a broad range of support services and initiatives.
Your role will be crucial in driving customer satisfaction by improving support for channel partners, customers, and company personnel.


Assisting in Solution Drafting:

Collaborating with product support personnel to draft customer and dealer facing solutions for product support.
You will contribute your expertise and insights to ensure that the proposed solutions effectively address customer needs.


Knowledge Sharing and Mentorship:

Serving as a resource to other Product Support Representatives, Quality Improvement Teams, and other relevant stakeholders.

Sharing your knowledge and expertise will contribute to the growth and development of the team, enhancing overall performance and quality of support.

System Testing and Verification (30%)


Root Cause Investigation:


Strong analytical skills, thrives on breaking down, solving, and conveying complex features/issues to engineers and other disciplines.

Test Planning and Execution:

Develop and execute manual & automated test cases to verify the functionality, performance, and security of software applications and APIs for web app features.

Test Automation:
Create, execute, and update automated tests utilizing various scripts and tools

Defect Grooming:
Report, track, and manage defects discovered in the software.

Systems Integration and Verification:
Comprehension of customer perspectives to assist completion of high level systems tests to verify customer focused functionality.


Qualifications
To excel in this role, you should possess the following qualifications:
Strong problem-solving skills and ability to troubleshoot complex issues effectively.
Proficiency in utilizing diagnostic tools, systems, and software to access and analyze information.
Excellent data gathering and organization skills, with the ability to synthesize information into useful insights.
Exceptional communication skills, to effectively interact with field teams, channel partners, customers.

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.