Customer Support Specialist, Tier 1
Funnel Leasing
Cloud
Business Analyst / Tester
Dev Technology Group, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States • District of Columbia, Washington
Visit company websiteSalary
💰 $85,000 - $105,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Work as an active member of an Agile development team and participate in all Agile ceremonies
- Update Jira tasks daily and contribute to continuous improvement processes
- Collaborate with team members and stakeholders to design, develop, test, and implement secure solutions
- Assist developers in building and maintaining Non-Production environments and CI/CD pipeline
- Troubleshoot complex issues in Production and Non-Production environments and provide Production Tier III support
- Rotate to provide Tier III support to customer, interact with clients experiencing issues, and answer questions
- Create business process flow diagrams, screen mock-ups, and other UML diagrams to elicit requirements
- Document requirements and refine User Stories in Jira
- Propose and design solutions for customer needs and work with team members to implement them
- Lead or participate in Agile Scrum meetings including Daily Stand-ups, Backlog Refinement, Sprint Review/Planning, and Retrospectives
- Perform integration, functional qualification, regression, and user acceptance testing
- Help design, document, and maintain system troubleshooting processes and update issue knowledge base
- Assist with monthly system metric reports and maintain Confluence collaborative site organization
- Perform quality assurance and review peers' work and identify areas for improvement
Requirements
- Ability to obtain the required government Public Trust security clearance
- Bachelor's degree
- 3+ years of BA experience (including 1 year of testing), or equivalent combination of education and experience
- Strong verbal and written communication skills, including technical writing skills
- Critical thinking skills – must be able to clearly define a problem or need, objectively analyze data around it, and use logical reasoning to draw well-supported conclusions/solutions
- Ability to document a process flow, working with the client to understand the business process, and a developer to implement the process into an application
- Ability to assess application functionality, create test cases, perform testing of the functionality, and document test results
- Detail-oriented and capable of producing a high level of accuracy
- Strong interpersonal skills, practicing diplomacy and professionalism in all situations
- A team player who takes initiative, but can work independently as well, and follows directions as needed
- Solid organization and time management skills, with the ability to prioritize tasks to meet deadlines in a fast-paced environment
- A desire to learn new skills, including self-study if needed
- Familiarity with Lean principles, SAFe, and Kanban or other Agile methodologies (preferred)
- Experience supporting a Federal Government client (preferred)
- Experience with an automated testing tool (preferred)
- Experience in undergoing Security Audits and writing Security SOPs, as well as knowledge of/compliance with NIST controls (preferred)
- ICE cleared or any other current DHS clearance (preferred)
