Test Analyst

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The Test Analyst role is responsible for specific maintenance of the Route Optimization application from the business standpoint. They are responsible for working with Area level service leaders to develop the most optimal team and workgroup structures within each Area, to achieve optimal level of Specialization. This role is also responsible for maintaining the business rules, and other system set-ups required to support these optimized workgroups. In addition, the role is responsible for daily monitoring, identification and remediation of missing system set-ups, that result in (or may result in), SR fallout (SR's unable to be assigned to appropriate technician). This role oversees set-up requirements of the FTSM's to insure compliance from the field. The Test Analyst is responsible for identifying trends in workforce and individual technician performance that indicate there may be a compliance issue. This function includes reviewing the arrival report to determine performance against estimated time of arrival in combination with reviewing technician / workforce routes in ETA direct to assess root cause. Service Transition gives a support provider the ability to handle large volumes of change and releases across its customer base which can be significantly improved by effective transition. The alignment of service transition plans with the customer, supplier and project plans for business change can be improved with an integrated approach to planning.


  • The responsibilities for this role within OFSC include:
  • Develop optimized Field Workgroup structures
  • Maintain specific system set-up to support optimized work-groups
  • Oversight of FTSM and other field resources that are responsible for RO system set-up (i.e tech skill set profiles, etc)
  • Development of compliance guideline documentation and training of all managers and supervisors on compliance management processes and procedures including strategies to manage technician compliance
  • Utilize daily monitoring reports to identify potential areas of non-compliance and training of supervisors and managers on the analysis of compliance based on reporting
  • Assist with training FTSM's and other field resources involved with maintain RO system set-up
  • Perform review of daily report and identify areas of focus for the CLIENT workforce in relation to compliance
  • Monitor daily SR fallout report, and quickly remediate system set-up issues that resulted in SR fallout (SR's that could not be assigned to appropriate technician due to missing set-up)
  • Proactively review gap analysis to identify and remediate set-up issues before SR fallout occurs
  • Regularly evaluate Workgroup structures and communicate recommended changes to Area Leadership.
  • Regular engagement with the supervisors and managers to review approach to enforcement and provide coaching and guidance on how to achieve improved compliance in the workforce
  • Engagement with the CLIENT technician workforce to understand personal, business and environmental conditions which are impacting individual compliance performance
  • Establish weekly compliance review call with supervisors and managers and discuss business changes and environmental changes that are affecting compliance across the workforce and address questions and issues with ongoing compliance enforcement
  • Performs other duties as assigned


QUALIFICATIONS (Education, Experience, and Certifications)
  • Requires 4-year college degree or 5+ years of Field Service and Field Service Management
  • 7+ years of industry experience in a customer service role is strongly preferred

EEO/Affirmative Action Employer -- M/F/Disability/Veteran

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