Sr. Functional Support Analyst

2 months ago

Nashville, United States i3 Verticals Management Services, Inc. Full time
Job DescriptionJob Description

JOB TITLE: Utilities Senior Support Analyst

FLSA STATUS: Exempt

DEPARTMENT: Enterprise Support

REPORTS TO: Support Manager - Utilities

SUPERVISORY RESPONSIBILITIES: No

JOB LOCATION: Remote (US Based)

TRAVEL: Up to 25%

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Need to work with Offshore team
  • Need to train Offshore team regarding product functionality
  • Need to have working experience in utility industry and preferably CC&B and C2M
  • Experience working with Agile Methodlogy
  • Manage day-to-day communications with support clients.
  • Understand and manage Service Level Agreement response times related to issue corrections.
  • Triage and determine root cause of issues reported by clients.
  • Create and execute test plans, test cases and test scripts to ensure quality and report the bugs to the defect tracking tools.
  • Provide utility clients and management with the industry best practices and expertise for the testing solutions.
  • Perform manual and automated tests to verify the functionality and performance of the modifications to ensure the quality.
  • Create test cases using Automated / API Testing Tools like Oracle UTA, Selenium and other industry standard testing tools.
  • Work with the client business, testing and functional team to document and refine testing strategy.
  • Report testing statuses and risks to Support Manager - Utilities.
  • Conduct testing analysis and participate in integration testing with clients.
  • Work closely and coordinate with the offshore and/or technical members of i3 Verticals to ensure accuracy and quality of deliverables.
  • Deliver presentations, demos, or training to clients and internal project staff.
  • Participate in development, including daily stand-ups, sprint planning, and implementation tasks.
  • Develop and improve internal documentation and processes to ensure software quality meets customer needs.
  • Continue to learn and improve knowledge of supported i3 Verticals applications as new versions are released.

Senior Level Performs duties & responsibilities:

  • Manage escalated support issues by coordinating efforts amongst other technical resources to achieve a resolution that meets customer requirements.
  • Prepares reports or presentations related to department activities, system functionality, and Service Level Agreements.
  • Act as a mentor to other Support team members as required.
  • Coordinate Support team member’s training as required.
  • Participate in requirements gathering and statement of work development for minor enhancements to the customers solution.

PRINCIPAL LEVEL DUTIES & RESPONSIBILITIES:

  • Provides technical reviews as necessary for Statements of Work to include appropriate project sizing, scope, and staffing.
  • Provides expert guidance and technical acumen for the solutions and technologies we support.
  • Work with other departments on cross-department initiatives as needed.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

  • Bachelor’s Degree or 4+ years overall experience in a relevant professional IT environment and software implementations/projects or support.
  • Senior Level: 6+ years overall experience in a relevant professional IT environment and software implementation/projects or support.
  • Principal Level: 8+ years overall experience in a relevant professional IT environment and software implementation/projects or support.
  • 2+ years’ experience in the utility industry working with Customer Information Systems / Billing and Meter Data Management systems.
  • Excellent communication (written and oral) and interpersonal skills.
  • Ability to continue education on structured methodologies such as FADE, SDLC, Agile, and other best practices.
  • Desire to learn new technologies and utility business practices.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

  • Experience in Automated Testing Tools

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