<p>JOB TITLE: Software Support Analyst Tier III</p> <p>FLSA STATUS: Exempt</p> <p>DEPARTMENT: Corporate Utilities</p> <p>REPORTS TO: Support Manager - Utilities</p> <p>SUPERVISORY RESPONSIBILITIES: Yes</p> <p>JOB LOCATION: Remote (US Based)</p> <p>TRAVEL: Up to 25%</p> <p>SUMMARY OF POSITION:</p> <p>Software Support Analyst Tier III is a Utilities Lead Support Analysts work closely with client leadership and frontline resources, triaging and testing solutions with industry best practices in mind and work with technical, functional team members to test the solution. Preferred candidates will have working experience in the utility industry and support services. Experience with Oracle solutions including Customer Care & Billing (CC&B), Customer to Meter (C2M) and Meter Data Management (MDM) is helpful.</p> <p>ESSENTIAL DUTIES & RESPONSIBILITIES:</p> <ul> <li>Manage day-to-day communications with support clients. </li><li>Understand and manage Service Level Agreement response times related to issue corrections. </li><li>Triage and determine root cause of issues reported by clients. </li><li>Create and execute test plans, test cases and test scripts to ensure quality and report the bugs to the defect tracking tools. </li><li>Provide utility clients and management with the industry best practices and expertise for the testing solutions. </li><li>Perform manual and automated tests to verify the functionality and performance of the modifications to ensure the quality. </li><li>Create test cases using Automated / API Testing Tools like Oracle UTA, Selenium and other industry standard testing tools. </li><li>Work with the client business, testing and functional team to document and refine testing strategy. </li><li>Report testing statuses and risks to Support Manager - Utilities. </li><li>Conduct testing analysis and participate in integration testing with clients. </li><li>Work closely and coordinate with the offshore and/or technical members of i3 Verticals to ensure accuracy and quality of deliverables. </li><li>Deliver presentations, demos, or training to clients and internal project staff. </li><li>Participate in development, including daily stand-ups, sprint planning, and implementation tasks. </li><li>Develop and improve internal documentation and processes to ensure software quality meets customer needs. </li><li>Continue to learn and improve knowledge of supported i3 Verticals applications as new versions are released. </li></ul> <p>MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):</p> <ul> <li>Bachelor's Degree or 4+ years overall experience in a relevant professional IT environment and software implementations/projects or support. </li><li>Senior Level: 6+ years overall experience in a relevant professional IT environment and software implementation/projects or support. </li><li>Principal Level: 8+ years overall experience in a relevant professional IT environment and software implementation/projects or support. </li><li>2+ years' experience in the utility industry working with Customer Information Systems / Billing and Meter Data Management systems. </li><li>Excellent communication (written and oral) and interpersonal skills. </li><li>Ability to continue education on structured methodologies such as FADE, SDLC, Agile, and other best practices. </li><li>Desire to learn new technologies and utility business practices. </li></ul> <p>PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):</p> <ul> <li>Experience in Automated Testing Tools </li></ul> <p>Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York</p>