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Senior Technical Support Specialist

2 months ago

Coppell, Texas, United States ZAR IT Solutions Full time
Job Summary

ZAR IT Solutions is seeking a highly skilled Senior Technical Support Specialist to join our team. As a key member of our Direct Delivery organization, you will be responsible for providing technical support and guidance to engineering project teams on ALM tools related topics.

Key Responsibilities
  • ALM Tools Administration: Responsible for administering QC server licenses, creating new users, and creating new projects.
  • Usage Monitoring and Reporting: Responsible for monitoring and reporting on ALM tool usage.
  • Quality Center Customization: Responsible for customizing Quality Center to meet project and business needs.
  • Training and Development: Develops training material and trains users on using the ALM tool per the process.
  • Technical Support: Provides technical support to users on ALM tool related topics, including tool usage, issue resolution, and scripting and automation of repetitive tasks.
  • Project Support: Supports engineering teams to extract charts and dashboards from the ALM tools.
  • Audit and Compliance: Supports Configuration Manager, Change and Problem Resolution Manager to monitor and extract audit reports from the ALM tools.
  • Tool Evaluation and Implementation: Pilots new tools, performs tests with IT organization before upgrade or new tool roll out.
  • Infrastructure Management: Monitors and proactively manages centralized shared tools services such as license servers, databases, application services, and infrastructure that underpins these.
  • Integration and Customization: Integrates with other Microfocus and 3rd Party tools with QC/ALM/Octane and customizes within the dashboard/reporting module.
  • Risk Management: Identifies, analyzes, and mitigates project and operational risks.
  • Communication and Collaboration: Develops and communicates tool usage and best practices, and understands and develops SQL queries.
  • Technical Expertise: Has experience in VB scripting and Microfocus QC/ALM OTA API, and knowledge of macro creation.
Leadership Expectations
  • Champion Inclusion: Embracing individual differences and creating an environment of support, belonging, and trust.
  • Communicate Clearly: Listening to understand, asking questions for clarity, and delivering messages with purpose.
  • Cultivate Relationships: Showing care and compassion for others and authentically building networks across functions.
  • Instill Ownership: Ensuring accountability, managing execution, and mitigating risk to deliver results.
  • Inspire Growth: Developing yourself and others through coaching, feedback, and mentorship to meet career goals.
  • Propel Change: Thinking critically, respectfully challenging, and creating innovative ways to drive growth.