Senior Product Support Analyst
Job Overview
- User Acceptance Testing (UAT):
- Develop and execute test plans, test cases, and test scripts based on business requirements.
- Coordinate with stakeholders to review test objectives and expected outcomes.
- Identify and document bugs or issues, and track their resolution with development teams.
- Validate functionality, usability, and performance of systems against defined criteria.
- Maintain test result records and report findings to project managers.
- Production (Prod) Review:
- Conduct post-deployment checks to ensure system stability and functionality in the live environment.
- Monitor and document production issues, analyzing root causes for resolution.
- Collaborate with technical teams to address system performance concerns promptly.
- Test newly implemented features or patches in the production environment.
- Provide status updates and recommend improvements to maintain high-quality system performance.
- Customer Support:
- Analyze and resolve complex customer support tickets escalated to Level 3.
- Investigate and identify root causes of technical issues reported by end-users.
- Collaborate with development teams to address and resolve software defects.
- Perform advanced troubleshooting for system errors and application bugs.
- Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
- Validate fixes and updates in test environments before applying them in production.
- Recommend process improvements based on recurring issues or patterns.
- Ensure timely communication with stakeholders on ticket status and resolution timelines.
- CANDIDATE SKILLS AND QUALIFICATIONS
- Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.
- Experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles
- Exceptional working knowledge of testing tools/softwares (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc)
- Knowledge of industry-specific domains:(i.e. Education, Data Standards, Texas Education Requirements, TEA, etc)
- Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review
- The ability to meticulously examine test results, document findings, and ensure adherence to quality standards.
- Excellent communication skills to effectively work with cross-functional teams
- Prior experience in handling escalated support tickets or working in high-level technical support roles.
- Detail-oriented with a focus on quality standards.
- Technical knowledge of system architectures and scripting.
- Experience in automated testing frameworks.
If you are a tech-savvy professional with a passion for driving product innovation and have a keen eye for detail, we encourage you to apply for this exciting opportunity as a Senior Product Analyst.
Job Type: Contract
Pay: $50.00 - $60.00 per hour
- Schedule:
- 8 hour shift
- Monday to Friday
- Experience:
- UAT: 8 years (Required)
- SQL, JIRA, Swagger, Postman, TOAD, etc: 8 years (Required)
- scripting languages: 8 years (Required)
- automated testing: 8 years (Required)
- Production Support: 8 years (Required)
Work Location: Remote
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