KEY PERFORMANCE AREAS (KPAs)

The Application Support Analyst duties includes the following:

Testing

·         Support overall QA activities such as development of Test Approach, Test Cases, and automated test execution as needed

·         Identifying products to be assessed in the software review process

·         Defining the appropriate test to be carried out including the test data to be used

·         Managing the test data by documenting the results of each test cycle to identify flaws and liaising with the agile development team

·         Running diagnostic and system testing and presenting the information to the relevant stakeholders

·         Coordinate agile development team activities by keeping product testing in pace with development

·         Identifying and eliminating redundant functions and components

·         Improving knowledge of IT Platform business applications and user needs and expectations

·         Negotiate quality criteria with customers and clarify use cases in test production

·         Draft effective and thorough tests cases

·         Create and manage automated test scripts

·         Record test results within epic deadlines

·         Assess and update test plans and documentation

·         Gain awareness of business application and validate requirements against user expectations

·         Document test results and evaluate results to determine defects

·         Update test suite repository with modified test files

·         Perform system testing for new product execution and system production changes

·         Understanding and implementing industry standards and protocols.

·         Build and maintain test suites including full regression testing for both manual and automated testing for relevant IT Platform applications/software support

·         Ensure test plan and test cases are designed and aligned based on set requirements

Production Support

·         Resolve queries logged by business users in a timely and efficient manner

·         Ensure queries are logged, tracked, and managed via the correct channels

·         Lead by example through demonstration of high performance in the areas of customer service, collaboration, teamwork, reliability, efficiency, and execution

·         Strong customer service skills and an ability to interact at all levels of the organization (customers, technical teams, and Executives)

·         Provide two tier support to all applications and provide assistance to all end users and identify any issues in production

·         Analyze all vendor applications and provide operational support to same and perform reviews

·         Troubleshoot minor and major system problems in a timely manner and escalate when necessary

·         Troubleshoot errors and application issues via periodic testing, service desk tickets, and other methods

·         Work with software vendors to have application issues fixed, both short term and long term (root cause)

·         Standby and after-hour support as required

Agile Team Responsibilities

·         Participate in team ceremonies (Daily Standup, Iteration Planning, PI Planning, etc.)