What are the responsibilities and job description for the Technical Product Support Specialist position at Mindfore Technologies?
Job Title: Technical Product Support Specialist
Location: Tallahassee, FL - Onsite
Contractor Qualifications And Experience
SERVICE TASKS: Contractor will perform the following tasks in the time and manner specified:
Location: Tallahassee, FL - Onsite
Contractor Qualifications And Experience
- Contractor staff assigned to this agreement must possess the following minimum qualifications and experience:
- Five years of documented experience performing business process analysis on an agile software development team.
- Five years of documented customer technical support experience.
- Two years of documented experience performing application development on a Certified Electronic Health Record (EHR) product.
- Five years of documented experience performing the software testing function that includes executing software tests, documentation of defects and writing test cases and scripts.
- Five years of documented experience producing business or technical documentation related to technical specifications, requirements traceability matrices, application interface design, business process analysis and data flow diagrams.
SERVICE TASKS: Contractor will perform the following tasks in the time and manner specified:
- Participate in Joint Application Design (JAD) sessions with development teams to represent the interests of business stakeholders as directed by the Department. Participation includes providing accurate answers to questions regarding intended software functionality.
- Perform validation of documented business requirements against business processes as directed by the Department.
- Perform verification of developed software against business requirements and technical specifications as directed by the Department through User Acceptance Testing (UAT).
- Identify, document, and submit opportunities for improving the efficiency of workflows represented within the software and increasing ease as software enhancements as directed by the Department. Identified opportunities must be documented using Microsoft Office and the Department s change and configuration management system.
- Prepare and submit end user documentation using Microsoft Office software as directed by the Department for training and assistance including release documentation, process flows, and help screens.
- Provide support daily for the Department s HMS, related systems, and downstream consumers of Department data as directed by the Department. Support requires providing answers to inquiries via email and phone, researching user inquiries, documentation of software issues in the Department s change and configuration management system and logging the user interaction in the customer ticketing system.
- Communicate current issues, enhancements, and other information through email, telephone or face-to-face with Department staff as directed by the Department.
- Complete job required training as directed by the Department. Completion verification may include certificates, sign-in sheets, or verification via the Department's Learning Management System.