Functional Testing and Customer Support

Freedom Technology Solutions Group is looking to add a Functional Testing and Customer Support Specialist to the team. The right candidate will utilize a Sponsor-driven flexible agile development cycle to provide application development, system administration, system architecture, testing, and IT customer support to the Sponsor’s ecosystem of applications. This position is located fully onsite in Virginia.

Duties

• Evaluate design, architecture, and implementation options, and recommend when it is appropriate to use strategic enterprise solutions vice using tactical single-purpose solutions.
• Ensure each new application or system enhancement meets agreed upon performance and security SLAs (for example, system up-time, concurrent users, system recovery, etc.).
• Comply with the Sponsor’s Risk Management (i.e., cyber security) Framework, to ensure that the program addresses and mitigates vulnerabilities and risks, throughout the lifecycle of the project.
• Ensure that all developed applications, and modifications to existing Sponsor applications, operate in compliance with applicable Sponsor policies and regulations, including (but not limited to) Sponsor’s architectural processes and Authorization and Accreditation (A&A) processes.
• Fully describe and document any proposed updates to application architectures and interfaces, and prior to implementing such updates, obtain approval via Sponsor-approved processes.
• Develop and direct procedures, programming, and documentation for software system testing and validation, for unit and functional tests.
• Document test procedures to ensure replicability and compliance with standards.
• Provide feedback and recommendations to Sponsor’s developers on software usability and functionality.
• Provide a central point of contact between Users, Stakeholders, and Sponsor, to resolve issues at the lowest practical support level.
•  Build sustainable relationships of trust through timely, open, and interactive communication.
• Determine causes of User issues, and explain best solution to solve the issue or document the issue for further research; follows up, if needed, to ensure resolution.
• Use Sponsor’s system to document, process, and monitor incidents, problems, inquiries, and change and service requests, as well as coordinate new capabilities through an actionable service catalog.
• Write or contribute to instructions or manuals to guide Users.
• Write materials for, or contribute to, training classes, brown-bags, and outreach sessions for Users and Stakeholders.
• Performing UI tests and reporting test results.
• Working with developers to track new features and report failed tests.
• Being the Point-of-Contact (POC) for Users needing help or assistance with applications.
• Advertising features/capabilities of the applications.
• Working with Users and Stakeholders to elicit new features, workflows, and functionality.

Skills

• Demonstrated experience using JIRA.
• Demonstrated experience working on multi-disciplinary application development teams.
• Demonstrated experience testing Single-Page Applications.
• Demonstrated experience documenting testing procedures and testing results.
• Demonstrated experience in building rapport with customers among a diverse User base.
• Demonstrated experience with Sponsor’s cyber operations mission applications.
• Demonstrated experience with Sponsor’s cyber operations user and training requirements.
• Demonstrated experience with facilitating outreach, training, or brownbag sessions to discuss technical features of applications or digital tools.