Sr. Functional Support Analyst

at  i3 Verticals

JOB TITLE: Utilities Senior Support Analyst
FLSA STATUS: Exempt
DEPARTMENT: Enterprise Support
REPORTS TO: Support Manager - Utilities
SUPERVISORY RESPONSIBILITIES: No
JOB LOCATION: Remote (US Based)
TRAVEL: Up to 25%

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Bachelor’s Degree or 4+ years overall experience in a relevant professional IT environment and software implementations/projects or support.
• Senior Level: 6+ years overall experience in a relevant professional IT environment and software implementation/projects or support.
• Principal Level: 8+ years overall experience in a relevant professional IT environment and software implementation/projects or support.
• 2+ years’ experience in the utility industry working with Customer Information Systems / Billing and Meter Data Management systems.
• Excellent communication (written and oral) and interpersonal skills.
• Ability to continue education on structured methodologies such as FADE, SDLC, Agile, and other best practices.
• Desire to learn new technologies and utility business practices.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Experience in Automated Testing Tools

EXPERIENCE

Required

• 6 year(s): Software Implementations and Customer Billing/Meter Data Management

EDUCATION

Required

• Bachelors or better in Computer Science or related field

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Need to work with Offshore team
• Need to train Offshore team regarding product functionality
• Need to have working experience in utility industry and preferably CC&B and C2M
• Experience working with Agile Methodlogy
• Manage day-to-day communications with support clients.
• Understand and manage Service Level Agreement response times related to issue corrections.
• Triage and determine root cause of issues reported by clients.
• Create and execute test plans, test cases and test scripts to ensure quality and report the bugs to the defect tracking tools.
• Provide utility clients and management with the industry best practices and expertise for the testing solutions.
• Perform manual and automated tests to verify the functionality and performance of the modifications to ensure the quality.
• Create test cases using Automated / API Testing Tools like Oracle UTA, Selenium and other industry standard testing tools.
• Work with the client business, testing and functional team to document and refine testing strategy.
• Report testing statuses and risks to Support Manager - Utilities.
• Conduct testing analysis and participate in integration testing with clients.
• Work closely and coordinate with the offshore and/or technical members of i3 Verticals to ensure accuracy and quality of deliverables.
• Deliver presentations, demos, or training to clients and internal project staff.
• Participate in development, including daily stand-ups, sprint planning, and implementation tasks.
• Develop and improve internal documentation and processes to ensure software quality meets customer needs.
• Continue to learn and improve knowledge of supported i3 Verticals applications as new versions are released.

SENIOR LEVEL PERFORMS DUTIES & RESPONSIBILITIES:

• Manage escalated support issues by coordinating efforts amongst other technical resources to achieve a resolution that meets customer requirements.
• Prepares reports or presentations related to department activities, system functionality, and Service Level Agreements.
• Act as a mentor to other Support team members as required.
• Coordinate Support team member’s training as required.
• Participate in requirements gathering and statement of work development for minor enhancements to the customers solution.

PRINCIPAL LEVEL DUTIES & RESPONSIBILITIES:

• Provides technical reviews as necessary for Statements of Work to include appropriate project sizing, scope, and staffing.
• Provides expert guidance and technical acumen for the solutions and technologies we support.
• Work with other departments on cross-department initiatives as needed.