Software Quality Assurance/Support Specialist
Civica UK Ltd, Canada
Job Description
Position Name: Software Quality Assurance/Support Specialist
Permanent
Location: Winnipeg
Skills: software testing experience, certifications, support experience
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Requirements
The Software Quality Assurance/Support Specialist is a position that incorporates the duties of both a Quality Assurance Specialist (Software Tester) as well as an End-User Support Specialist.
The primary duties for this position are:
- Implementation and execution of software quality assurance test plans. This involves creating test plans amp; test cases based on end-user requirements and software design specifications and executing these plans using manual and automated testing tools. Recording test results and documenting and testing defects.
- Responding to customer inquiries regarding Civica Canada’s software (tier 1 and tier 2 support) via phone or email, answering how-to questions, prioritizing and documenting issues (potential defects), recording customer enhancement requests, assisting clients during user acceptance/beta testing, and escalating calls to other resources as required (i.e. request to initiate service engagements for training or software customizations).
This position reports to the Manager - Convergence Platform Quality Assurance and Support, with direction and evaluation from Project Managers and the Support Team Lead.
The Software Quality Assurance/Support Specialist must have formal IT training (diploma, certificate, or professional certification) or equivalent experience. Training in quality assurance methods is a strong asset. This individual must have an affinity for details, an ability to troubleshoot complex problems, have good oral and written communication skills (English) and has strong customer service and organizational skills. Experience as a help desk analyst, automated testing tools, or other computer scripting languages are also strong assets.
- Creating test plans and test cases by reviewing business and technical requirements
- Executing software test plans/test cases, documenting and testing defects
- Maintaining and updated test data sets and testing plans
- Responding and resolving End-User Support inquiries (both Tier 1 and Tier 2) on a rotating basis or as required. Must also be able to work or be on-call during certain Canadian Statutory holidays (with applicable compensation).
- Administering the internal and external release process / checklists
- Diligent documentation of test results and working with the fellow software development staff to quickly identify and correct software and documentation defects
- Capturing and reporting on quality assurance metrics to benchmark quality and assess risk levels before external product release
- Understand Civica Canada’s applications from an end-user’s perspective to enable the design of effective and relevant test plans and be able to provide pertinent tier 1 and tier 2 support
- Be the first line of user support during the Beta Release phase, providing troubleshooting and support advice to clients, assist and/or develop user acceptance test plans (where required)
- Upgrading and installing Beta software or assisting users in doing so
- Review and providing feedback on end-user documentation
- Providing content for readme or release notes and creating client-consumable technical bulletins (to communicate known issues)
- Contributing and maintaining internal knowledgebase
- Assisting with administration of self-serve help desk portal
- Developing scripts and/or tests cases for Automated testing
- Assisting with the maintenance of test lab (installing and configuring software sets, maintaining user