Senior Quality Engineer - Tools amp Support Work from Home /Remote

Profile

Description

Humana is seeking a Senior - Quality Engineer tools support, who is technically skilled with excellent interpersonal skills for the Quality Engineering tools technical support, includes troubleshoot technical issues, connecting with tools technical support team and provide timely resolution, feedback, and support for technical issues. The responsibilities include assisting IT teams with technical issues or questions relating to QE tools, mobile devices or software devices. The duties include responding to tool outages, providing access, technical queries from teams and communicating with them through messaging platforms, helping teams diagnose technical issues over the phone and speaking with them about installing hardware or software on their systems, the rollout of new tools, evaluating upgrades and procuring additional licenses on timely manner to meet the growing demand.

Responsibilities

QE tools support personnel need to talk to tool vendors directly, and create documentation on new features and updates related to QE tools. Technical Support Engineer is responsible for managing and resolving the most challenging technical issues, including being the first point of escalation within the QE team as well as providing regular communication updates to Humana IT on the progress of their requests/incidents. This role requires strong inter-personal and customer service skills in addition to strong technical skills.

Responsibilities

A self-driven individual who will effectively manage, resolve issues, coordinate and provide training as needed on Humana IT Quality Engineering tools to the IT and business teams.

Continuous monitoring and tracking of tools health, usage pattern, license needs and provide period report to management.

Act as the initial point of contact for all QE tools related queries, issues and and tools related concerns from IT and Business users

Collaborate closely with tool vendors on upcoming features and releases.

Effectively troubleshoot questions and issues within QE suite of tools. Respond to inquiries and assist in analyzing, troubleshoot and diagnose technical problems and find solutions

Actively update, maintain and monitor all aspects of QE tools

Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved

Develop and build FAQs, tools support interactive methods through which the Humana IT and business team can reach to get their tools related issues resolved faster.

Create engaging and effective training collateral ensuring Humana IT can understand all aspects of QE tools and capabilities, and integration with other tools and technologies within Humana. This may include instructor-led training, self-guided training, and train-the-trainer programs.

Describe technical concepts in a way that makes them easily understandable, digestible, and relatable.

Ability to drive implementation of new tools rollout; and new features & upgrades to existing tools at enterprise level.

Organize and file documentation pertaining to licenses, renewals, technical support contracts, warranties and instructional guides for QE tools.

Required Qualifications

Bachelor degree in Computer Science/Engineering or relevant experience

6 or more years' experience in technical support or in a customer facing role

Experience in working with Test Management tools like QTest, ALM, Zephyr, JIRA.

Knowledge of databases like MongoDB, Postgres, MSSQL, Oracle.

Understanding of DevOps, pipeline tools and integration with Test management tools

Experience with Test Automation, Performance Testing, Fault injection tools

Experience with Mobile testing and cross browser tools.

Understanding of networking concepts, TCP/IP, DNS, HTTP/HTTPS, LDAP

Understanding of SOA, XML, SOAP, EDI, Web services and Security

Strong problem-solving skills

Good understanding of software testing concepts

Troubleshooting at the expert level within Quality Engineering tools

Excellent written, verbal, and listening skills to convey complex technical issues to appropriate audiences correctly for action or education

Customer-centric attitude with the ability to make sound decisions based on team needs and product knowledge

Preferred Qualifications

Experience in JIRA, XRay, qTest, TOSCA, UFT, Service Virtualization tools like CA DevTest, TOSCA OSV and SaaS solutions like Perfecto

Experience in Healthcare domain is a plus

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com