Software Quality Assurance Specialist/Applications Tester - TS/SCI w/Poly

Leading Path Consulting; Herndon (VA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Software Quality Assurance Specialist to enhance user experiences on their alumni portal. This role involves capturing and translating user issues, providing technical support, and collaborating with development teams to improve system performance. You will play a crucial role in ensuring clear communication with users, especially those with developmental challenges, and managing multiple priorities effectively. With a focus on user feedback and technical writing, this position offers a chance to make a significant impact while enjoying generous benefits like extensive vacation time and comprehensive health coverage.

Benefits

5 weeks paid vacation

Paid holidays

100% paid health benefits

6% 401k contribution

Training reimbursement

Travel expense reimbursement

Qualifications

• Experience in technical writing and help desk roles.
• Ability to communicate effectively with diverse populations.

Responsibilities

• Assist alumni with portal user issues and provide communication options.
• Monitor user log files and provide feedback to the development team.

Skills

Technical Writing

Customer Communication

Help Desk Support

Security Network Monitoring

Managing Multiple Priorities

Tools

Atlassian Software Suite (Jira, Confluence)

Splunk

CRM Tools

Job description

Software Quality Assurance Specialist/Applications Tester - TS/SCI w/Poly

Location: Herndon, VA

Overview: Customer is looking for an Operations Service Manager (OSM) to capture system issues, coordinate with GPOCs on correcting those issues, and making system changes to correct bugs and possible design flaws. Activities include:

• Assist customer alumni, Office of Alumni Relations (OAR) Staff and contractor colleagues, by capturing, communicating, and translating primary alumni portal user issues. Issues may range from technical access problems, navigation questions about forms and content upon securely accessing the portal, form submission status inquiries, and/or notifying OAR personnel of the need for action/case management updates.
• Provide external and internal communication options, which may include separate phone and email identities requiring administrative management.
• Contribute to development efforts by monitoring user log files, coordinate with low and high elements for any CI/SEC concerns.
• Provide tangible user-story and UI/UX feedback to the development team according to Alumni user observations, comments, and feedback.
• At times, serve as an authorized DTO under the purview of peer DTOs and guidance by the team lead and/or GPOC. This key role will be essential for the dual 'low-to-high' and 'high-to-low' data flow of alumni user observations, comments, and feedback.

Requirements

REQUIRED SKILLS:

• Demonstrated experience communicating both written and orally using email, video conference, telephone, and service request database.
• Demonstrated experience providing rules, procedures and technical information clearly and accurately, both verbally and in writing, to partners, peers and customers.
• Demonstrated experience working with customers with developmental challenges or disabilities and understanding the necessity to communicate clearly with this demographic and the respectful etiquette that is required.
• Demonstrated experience equivalent to help desk roles for the purpose of supporting various versions of internet browsers, and mobile devices.
• Demonstrated experience managing multiple priorities, eliciting information from customers, and gathering and maintaining information related to incidents.
• Demonstrated experience with technical writing, maintaining SOPs, and communicating to a diverse population.
• Demonstrated experience performing regular security network monitoring to identify misuse and abnormalities.
• Demonstrated experience managing the use of a government-furnished mobile phone.

DESIRED SKILLS:

• Demonstrated experience provisioning and/or disabling accounts using CRM tools.
• Demonstrated experience providing data transferring services on networks.
• Demonstrated experience administering and maintaining Atlassian Software Suite (Jira, Confluence).
• Demonstrated experience using Splunk dashboards.

Benefits

• Vacation - 5 weeks of accrued paid vacation per year (i.e., 8.33 hours accrued per pay period worked).
• Holidays - Paid holidays published annually by the Office of Personnel Management, excluding Inauguration Day.
• 100% paid for Health Benefits* (United Healthcare, Guardian Dental, VSP Vision, MetLife, Life and Disability Insurance and annual $1500 employer HSA contribution on qualified plans) *health benefits kick in the 1st of the month following your start date.
• 6% 401k Contribution (3% paid out during each pay period, the additional 3% will be paid out as a lump sum in Q1 each year).
• Training Reimbursement - Approved training and education expenses will be reimbursed.
• Travel Expenses - Approved travel expenses will be reimbursed.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Technology, Information and Internet