Responsibilities
- Manages end-to-end service request processes, including customer communication, requirements gathering, technical documentation review, and oversight of testing phases before deployment.
- Analyzes program policies and workflows to assess impacts on automated systems and functional components.
- Collaborates with stakeholders to evaluate user needs, operational challenges, and system limitations to support system optimization or automation.
- Partners with external vendors and contractors to execute projects, assign tasks, and assess deliverables while identifying automation opportunities for process improvement.
- Anticipates potential project risks and develops mitigation plans to address challenges proactively.
- Reviews key project documents such as charters, design specs, test strategies, and risk plans, offering feedback to improve quality and alignment.
- Provides expert consultation on application functionality, diagnoses system issues, and supports resolution implementation.
- Delivers advanced quality assurance guidance or supervision across projects, tasks, or strategic initiatives.
- Designs and delivers structured training programs for designated system modules.
- Creates or evaluates test case designs, handles change requests, and oversees project scope, acceptance, and deployment activities.
- Completes additional duties as assigned.
Responsibilities
- Coordinates the service request life cycle through customer-related service request responses, business requirements coordination, technical specifications and related artifacts review, and monitors system integration and user acceptance testing prior to implementation.
- Coordinates the analysis of program policies and procedures to determine their effect on automated systems and system functional areas.
- Coordinates and/or analyzes user requirements, procedures, and problems to automate or improve existing systems; and coordinates and/or analyzes computer system capabilities, workflow, and scheduling limitations.
- Coordinates with outside vendors and contractors to complete projects and service requests; and defines, assigns, and evaluates their work. Identifies opportunities for improving business processes through automation and assists in the preparation of proposals to develop new systems.
- Identifies potential project risks and difficulties, and designs strategies to mitigate or avoid them.
- Reviews complex project deliverables such as project charters, design documentation, test plans, and risk assessment plans, and provides comments and suggestions to document owners.
- Consults on the analysis of an application, troubleshoots system problems, and implements solutions.
- Provides complex quality assurance consultation to, or oversight of, projects, assignments, or special initiatives.
- Develops training curriculum and conducts formal training sessions covering assigned systems module.
- Develops the design and/or review of test cases; processes change requests; and manages a project’s scope, acceptance, installation, and deployment.
- Performs related work as assigned.
Other
- Fluent in English, both written and verbal, is essential
- Legally authorized to work in the US
