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Senior Technical Solutions Analyst

2 months ago

Harrisburg, Pennsylvania, United States ARK Solutions, Inc. Full time

Senior Technical Solutions Analyst with a proven track record in executing intricate technical initiatives catering to extensive user bases (300+ users), delivering essential technical assistance and hands-on functional support, complemented by outstanding verbal and written communication capabilities.

BACKGROUND/PROBLEM STATEMENT:

Seeking a senior functional architect to offer production and operational support, manage releases, and provide user assistance for various applications. The applications requiring support include:

  • Survey Agency Information System (SAIS) Web Applications
  • Survey Agency Information System (SAIS) Windows Applications
  • Enterprise Licensing System (ELS) Project (SAIS Replacement)
  • Automated Survey Processing Environment (ASPEN) Windows applications
  • Internet Quality Improvement and Evaluation System (iQIES) Web Applications
  • Drug, Device and Cosmetic (DD&C)
  • Hearing Aid Inspection (HAI)
  • Indoor Tanning (IDT)
  • Act 128 - Temporary Health Care Services Agencies - THCSA

This role necessitates collaboration and coordination with multiple teams, including but not limited to network, desktop, security, Business Relations, executive leadership, PMO, QA program, and vendors. Exceptional written and verbal communication skills are critical for success in this position.

OBJECTIVES OF ENGAGEMENT:

The primary aim of this engagement is to deliver functional, operational, and basic technical support, along with initial triage of tickets raised by the program. Additionally, this role will involve working with vendors and the QA technical lead to plan and execute software releases for the applications.

REQUIREMENTS:

  • Facilitate collaboration with stakeholder teams across business and technical units to provide comprehensive support for all applications.
  • Deliver daily production support, conduct initial triage of reported tickets and issues, and coordinate with the technical lead for resolution. Redirect tickets to other teams as necessary for QA applications.
  • Serve as a Functional Subject Matter Expert (SME) for all QA applications.
  • Act as a release manager for QA applications, coordinating application deployments and changes in collaboration with QA program managers. This includes downloading release software from vendor locations, versioning changes, creating tasks in Azure DevOps, and working with database and web teams for deployment.
  • Collaborate with ADA to formulate plans, prepare responses for change control board questionnaires, and draft CCB addendums for migrations to test and production environments.
  • Work with QA technical SMEs to plan, coordinate, and gather business requirements for legacy QA applications needing technology refresh. Collaborate with stakeholders to plan platform migrations, create test cases, conduct acceptance testing, and support production deployment.
  • Develop an understanding of QA's business to prioritize and process incoming tickets/requests based on criticality and severity.
  • Review all vendor deliverables, collaborate with program and IT teams to plan testing schedules, identify deployment windows during testing, and coordinate production deployment.
  • Demonstrate proven experience in managing large-scale technical implementations/upgrades across extensive teams of 300+ users, including server upgrades, migrations, and software upgrades.
  • Maintain technical and user documentation relevant to IT requirements for QA applications as needed.
  • Work with ITM and ADA to create reminders and communication messages for emergency and planned outages.
  • Proactively identify potential issues impacting QA's business and address them accordingly.
  • Identify risks and collaborate with stakeholders to develop mitigation strategies.
  • Exhibit effective communication abilities.
  • Possess a foundational understanding of Microsoft technologies, including .NET Framework, ASP.NET, VB.NET, IIS, Oracle, and SQL Server.
  • Experience in managing and organizing work items in Azure DevOps, including updating Epics, User Stories, Tasks, and Bugs.
  • Quickly gain knowledge of QA's business and stay updated with relevant CMS website publications to ensure applications are aligned with CMS updates and guidelines.
  • Manage program expectations by providing timely feedback and status updates on assignments.
  • Maintain and share operational documentation in a consistent and organized manner.
  • Conduct frequent migrations of applications and provide maintenance support during off-business hours or weekends.

SKILLS AND EXPERIENCE REQUIREMENTS:

This position demands a high level of business and technical acumen, leadership, dedication, and the ability to take initiative. The capability to quickly adapt and work independently is essential. Familiarity and experience with QA processes are highly valued.

Technical skills required include:

  • 5+ years of experience with foundational knowledge in programming languages such as VB.Net, C#, Visual Basic, Classic ASP, .Net Framework versions, and IIS.
  • 5+ years of experience with a foundational understanding of relational databases including Oracle, SQL Server, and MySQL, with hands-on experience in writing and executing complex SQL queries.
  • Ability to triage and provide initial technical support during troubleshooting.
  • Basic knowledge of operating systems, specifically Microsoft desktop and server OS.
  • Familiarity with software development methodologies, including Agile Development, DevOps, Waterfall, and Rapid Application Development.
  • Experience in conducting and coordinating manual testing, with a fundamental understanding of automated testing.

Functional skills required include:

  • 5+ years of experience collaborating with large groups of stakeholders, coordinating timely troubleshooting and devising solutions to problems.
  • Strong research skills, including the ability to ask pertinent questions, gather relevant information, develop hypotheses, and produce comprehensive reports.
  • Strong documentation skills, with experience in system, user, process, and source code documentation, as well as reviewing vendor documentation.
  • Strong communication skills, acting as a liaison between technical and non-technical teams, with a proven ability to convey complex concepts in an understandable manner.