Test Architect

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POSITION PROFILE

 

The Test Architect role is responsible for specific maintenance of Field Service applications from the business standpoint. They are responsible for working with Test Analysts and 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.

The Test Architect is responsible for outlining, loading, and performing User Acceptance Test (UAT) plans into the Application Lifecycle Management system for each effort to be performed by the testing team. They will also assist in creating and updating the test plans as designed by the Sr. Release Architect(s).

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.

JOB DUTIES AND RESPONSIBILITIES

The responsibilities for this role within OFSC include:
* Review optimized Field Workgroup structures
* Development of compliance guideline documentation and training of all users in processes and procedures including strategies to manage User compliance.
* Regularly evaluate Workgroup structures and communicate recommended changes to the Test Analysts.
* Engagement with the CLIENT technician workforce to understand personal, business, and environmental conditions which are impacting User experience and system performance.
* Use appropriate approval and change control techniques.
* Assist with selecting methodology and documentation standards for the Service Transition team.
* Communicate changes to the team.
* Actively collects and reports on customer satisfaction - responds appropriately.
* Report to management on UAT Testing status and performance against objectives, time and budget baselines in appropriate, pre-determined time plan.
* Work with the project team to develop contingency plans and risk mitigation strategies.
* Coordinate with other team members and manage relationships with third party vendors.
* Attend training classes to maintain knowledge base of current technology.
* Review technical publications on pertinent topics.
* Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

• Bachelor’s degree in computer science, information systems or 5+ years of related experience and/or training; or equivalent combination of education and experience is strongly preferred.
• Minimum 3 years’ experience in Information Technology or project management environment
• 7+ years of industry experience in a customer service role is required
• Certifications in one or more: ITILv4 or ServiceNow Admin is required.
• Ability to conduct research into emerging technologies, trends, standards, and products.
• Strong understanding of information processing principles and practices, lean process design, ITILv4, SDLC, and Agile Scrumban.
• Experience designing and building workflows, and utilizing APIs preferred.
• Experience in supporting sales, service technical personnel, and the ability to communicate effectively on complex subjects to those persons is strongly preferred.
• Proven adherence to policy and procedure.

KNOWLEDGE, SKILLS AND ABILITIES

• Requires knowledge of company and organization policies, practices, and procedures
• Requires deep knowledge of Field Service operations, systems, and processes.
• Requires understanding of R12 Dispatch and Spare parts systems
• Ability to conduct research into emerging technologies, trends, standards, and products.
• Demonstrates an understanding of organization’s networks and relationships and forms alliances across department, functional and business lines.
• Possesses effective interpersonal skills.
• Communicates effectively, both orally and written, with customers and associates.
• Requires knowledge of company product offerings and the application of those products.
• Proven adherence to policy and procedure
• Requires knowledge of product service related computer systems, i.e., FIXIT, etc.
• Exceptional analytical, conceptual, and problem-solving abilities.
• Hands-on experience with business requirements gathering/analysis.
• Experience conducting end user acceptance testing.

Visa Sponsorship is not offered for this position.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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