Software Support Quality Assurance Analyst I - Boca Raton, FL (33427)

Position

Summary: The position is responsible for software and website manual functional testing.

Responsibilities include documenting test plans, performing testing and test results for all internally developed and vendor supplied software products for the companies.

This position includes an introductory period working Help Desk which is responsible for providing support to all the Florida Peninsula entities include employees of Florida Peninsula, Florida Peninsula agents, and any third parties in which Florida Peninsula does business with such as, comparative raters, vendors, etc.

This is level one support for basic to medium complexity issues including troubleshooting and resolution.

Help Desk Essential Functions: Monitors the Operations helpdesk and Operations Alerts queues.

Perform triage, escalate requests to the appropriate parties and perform level one helpdesk support functions (i.e., setting up new users in various applications, assist with passwords).

Troubleshoot, diagnose, and resolve level one helpdesk issues such as creating new users, changing passwords, etc.

Research questions using available information resources such as searching Confluence and JIRA for prior tickets and their resolution.

Recreates issues 80% of creatable scenarios in Duck Creek in lower environments, without assistance.

Has the aptitude to learn from past experiences and recreate those scenarios in which help was previously needed.

Escalates level 2 tickets to Business Analysts ensuring the description of the ticket clearly communicates the issue and includes recreating steps and results.

Follows up on outstanding, escalated tickets.

Ensures linked JIRAs are closed as quickly as possible.

Log all help desk interactions in Comments on the JIRA.

Communicates with customers by seeking additional information or providing resolution to customers, as instructed by the analyst ensuring that any comments sent to the user are appropriate for that audience.

Testing Essential Functions: Interprets requirements and testing considerations.

Conduct research using available information resources such as Confluence and JIRA.

Collaborates with analysts and/or manager to create comprehensive test plans.

Develops test plans, executes test scripts and testing methods for all deployed applications.

Validates results against requirements.

Documents test results for both passed and failed items.

Includes proper supporting documentation to illustrate test results.

As needed, monitors the tier one service desk queue in JIRA as assigned.

Performs basic troubleshooting and resolves issues of basic to medium complexity.

Determines when to create a linked issue to escalate to tier two support and/or escalate to a vendor for assistance.

Monitors the status of open issues and performs routine follow-up until issue is resolved.

Communicates with customers by seeing additional information or providing resolution.

Completes ad hoc assignments on an as needed basis, such as completing research or working alerts.

Must possess Customer service and strong client-facing communication skills.

Able to effectively communicate with all levels of staff and management Independent, self-motivated team player.

Must be punctual and work planned schedule.

Maintains exemplary degree of professionalism with all company employees.

Ability to define problems, collect data, establish facts, and use basic problem-solving skills. #LI-Remote