Quality Assurance Analyst & Customer Success Specialist

Position Summary

The Quality Assurance Analyst and Customer Success Specialist will be the College expert on Banner Core Ecosystem and will execute the quality assurance function throughout the software development life cycle, including identifying the standards or guidelines to be followed in developing the software product, developing test plans, and participate in business process review sessions with a goal of better utilization of Banner core systems and streamlining daily operations.

With respect to the customer success role the incumbent will provide direction, advice and assistance to business users in the performance of user acceptance testing of the business requirements, training business users on how to properly apply the toolset, and support clients via the incident management process by providing troubleshooting, training and investigative assistance.

Key Responsibilities

Performs quality assurance reviews on performance of proposed business solutions to ensure that the established practices and standards have been followed by the project team members. Validates that any changes or new additions do not negatively impact the Banner Core Ecosystem, ensures that customers achieve their goals while using Banner products or services.

Reviews all the Banner core release notes and related documents during Banner application upgrades and provide special guidance and training based on new enhancements. Verifies that lifecycle documents prepared by the user, business analyst and systems analyst and a traceability matrix is prepared and kept current and consistent.

Test the revised code to determine whether the changes satisfy the business users’ needs as documented in the business requirements and technical specifications documents. Supports helpdesk tickets by assisting users, troubleshooting and investigating the issue. Administers DevOps tools for ITS by maintaining access, permissions, project structures, workflows.

Designs and implements complex custom Jira application configurations including projects, agile and scrum boards, dashboards, filters, issue types, workflows, permissions, fields, issue security, notifications and their associated schemes. Provides banner interface role-based training (including formal training sessions) to business users when required.

As a SME (Subject Matter Expert) for Banner Core Applications, provide assistance and guidance to the business users pertaining to Banner Core functionalities. Set up and conduct of tests of new software, providing direction and guidance on the use of and access to the test environment. Educational and Experience Requirements Three-year diploma or degree in Computer studies or Information Technology or equivalent is required.

Additional courses in Business Analysis and Project Management are required. Technical knowledge in JIRA Administration, Confluence Administration, Bitbucket Administration, DevOps Administration or equivalent experience in similar application administration, are required Minimum of eight (8) years’ progressive experience as a programmer analyst, systems analyst and/or quality assurance analyst in information technology.

Customer Relationship Management or Incident Management Solutions experience is required. Experience working with Office 365, including MS Project and Visio. Knowledge of and experience working with an ERP system such as Banner or similar ERP System. Experience assisting users with troubleshooting information system applications Technical understanding of relational databases and knowledge in how to read/write advanced SQL.

Experience in an agile software development environment, preferably experience with DevOps administration. Experience in Document Management System Solutions. Skills and Attributes Strong problem-solving skills, ability to plan and coordinate work independently. Ability to work in a technical environment where technical terminology is frequently used.

Advanced verbal and written communication and presentation skills. Demonstrated collaboration, teamwork, and interpersonal skills at a professional level. Demonstrated commitment to uphold the polytechnic’s priorities on equity, diversity, inclusion and Indigenization (EDII).