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Works independently to interface with business partners and technical teams to assess, analyze, document, define and specify business and technical requirements needed to solve business challenges.
Experience interviewing small and large groups of users and senior managers, leading coordination meetings, conducting JAD sessions, workflow and data analysis, and case studies.
Responsible for requirements traceability from definition through testing and acceptance. Responsible for developing test plans, test scripts and functional testing of changes and enhancements.
Coordinate with offshore testing resources as needed to support automated regression testing.
Plan and support user acceptance testing.
Daily operational support, basic tool configuration changes and on-demand user training related to the incident management tool.
Assignments include response and troubleshooting to help desk tickets and service requests with escalation to L2 development for complex issues or fixes.
Responding to emails within the support mailbox.
Experience handling business partner support and problem solving including after-hours effort.
Document business processes, create user documentation/guides, system procedures. Provide regularly scheduled training sessions, train-the-trainer, and 1-on-1 training to requestors, fulfillers and managers, as needed.
Strong knowledge of the Microsoft Office suite. Excellent communication skills required. 6+ years of experience.
• Experience with Requirements Management tools such as Blueprint
• Knowledge and use of HP Quality Center for test plans, scripts and results.
• ITILv3 knowledge or certification is preferred.
• Knowledge of IBM/Tivoli Service Request Manager (TSRM) is preferred.
• Have a good basic knowledge of Windows, Unix, and Oracle platforms and development environments.