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Test Tools & Automation Specialist II - User Support Analyst

Company: Bank of America
Location: Jersey City
Posted on: January 13, 2022

Job Description:

Job Description:Enterprise Independent Testing (EIT) is a center of excellence that conducts independent testing (regulatory, compliance and controls) throughout the year globally across the company, providing ongoing feedback to monitor (and improve) processes. EIT has established itself as the enterprise utility to test all end-to-end processes on behalf of Second Line of Defense, Frontline Units (FLUs) and Control Functions (CFs), enabling more efficient and effective testing. EIT is transforming the way testing is built and executed with digital transformation, implementing automation and leveraging cutting edge Artificial Intelligence/Natural Language Processing technologies. EIT carries a portfolio of 7000+ tests and has a global footprint employing 2,300+ testing professionals across the United States, Europe, Asia and Latin America as well as 500+ Global Business Services (GBS) associates. The Test Tools & Automation Specialist II - User Support Analyst role conducts a variety of tasks in support of the Enterprise Independent Testing team's platform management and operation. Key responsibilities include providing front line support to end users by responding to issues related to EIT software applications, business analyst work, documentation, project management, and operational work. This role applies technical and business knowledge to identify, research, analyze and resolve complex problems. May sometimes participate in design, development and implementation of enhancements to our technologies and/or processes. Works under supervision on special projects requiring creative solutions. In this role, you will participate and occasionally lead special projects. A User Support Analyst will begin to develop leadership skills by developing junior staff through coaching and guidance with light hands-on supervision from management to complete deliverables. As User Support Analyst you will:- Develop an in-depth knowledge of the functionality and capabilities of one or more platforms- Provide guidance and instruction to platform end users- Perform impact analysis, triage, escalate and coordinate resolution of platform user support requests- Analyze issues reported by platform end users- Coordinate with Product Owners and technology partners in the resolution of reported issues- Perform routine and ad hoc operational tasks on the platform- Analyze issue trends and propose strategies to reduce issues- Participate in Agile ceremonies- Perform business analyst functions including authoring Agile stories- Define and document platform processes- Author and maintain Quick Reference Guides and other instructional material- Manage end-user communication- Manage small projects, including the coordination of other resources- Work with the platform leadership and technology teams on achieving the objectives and vision for the platform- Perform software testing to validate the accuracy of issue resolution and new enhancements- Identify, document and escalate risks Qualifications and Experiences:- Minimum of 5 years work experience- Bachelor's Degree or equivalent experience- 3+ years' experience in software end-user support and/or business analysis support and/or software testing- 2+ years' experience using Excel, Word, and PowerPoint- 1+ year's exposure to Agile software development processes- Experience managing small efforts/projects Skills and Competencies:- Data Analysis in Excel and/or SQL- Able to learn software functionality and complex processes quickly- Able to retain large amounts of software functionality and process information- Able to routinely balance multiple tasks- Able to create professional-looking documentation and presentationsAnd you are a person who:- Is an enthusiastic, highly motivated self-starter with a strong work ethic and an intense focus on achieving results- Collaborates effectively to get things done, building and nurturing strong relationships.- Is exceptional at problem-solving, issue resolution, and time management.- Is highly organized and detail oriented- Demonstrates strong listening, communication, and presentation skills.- Interacts with others with courtesy and empathy- Acts with Courage and Conviction- Demonstrates Integrity- Is a continuous learner who adapts quickly and positively to change.- Embraces the opportunity to collaborate with other designers and partners in an open dialogue context.- Is available to travel up to 20% of the time and is able to work weekends and/or extended hours as needed.Job Band:H5Shift: -1st shift (United States of America)Hours Per Week:40Weekly Schedule:Referral Bonus Amount:0 --> Job Description:Enterprise Independent Testing (EIT) is a center of excellence that conducts independent testing (regulatory, compliance and controls) throughout the year globally across the company, providing ongoing feedback to monitor (and improve) processes. EIT has established itself as the enterprise utility to test all end-to-end processes on behalf of Second Line of Defense, Frontline Units (FLUs) and Control Functions (CFs), enabling more efficient and effective testing. EIT is transforming the way testing is built and executed with digital transformation, implementing automation and leveraging cutting edge Artificial Intelligence/Natural Language Processing technologies. EIT carries a portfolio of 7000+ tests and has a global footprint employing 2,300+ testing professionals across the United States, Europe, Asia and Latin America as well as 500+ Global Business Services (GBS) associates. The Test Tools & Automation Specialist II - User Support Analyst role conducts a variety of tasks in support of the Enterprise Independent Testing team's platform management and operation. Key responsibilities include providing front line support to end users by responding to issues related to EIT software applications, business analyst work, documentation, project management, and operational work. This role applies technical and business knowledge to identify, research, analyze and resolve complex problems. May sometimes participate in design, development and implementation of enhancements to our technologies and/or processes. Works under supervision on special projects requiring creative solutions. In this role, you will participate and occasionally lead special projects. A User Support Analyst will begin to develop leadership skills by developing junior staff through coaching and guidance with light hands-on supervision from management to complete deliverables. As User Support Analyst you will:- Develop an in-depth knowledge of the functionality and capabilities of one or more platforms- Provide guidance and instruction to platform end users- Perform impact analysis, triage, escalate and coordinate resolution of platform user support requests- Analyze issues reported by platform end users- Coordinate with Product Owners and technology partners in the resolution of reported issues- Perform routine and ad hoc operational tasks on the platform- Analyze issue trends and propose strategies to reduce issues- Participate in Agile ceremonies- Perform business analyst functions including authoring Agile stories- Define and document platform processes- Author and maintain Quick Reference Guides and other instructional material- Manage end-user communication- Manage small projects, including the coordination of other resources- Work with the platform leadership and technology teams on achieving the objectives and vision for the platform- Perform software testing to validate the accuracy of issue resolution and new enhancements- Identify, document and escalate risks Qualifications and Experiences:- Minimum of 5 years work experience- Bachelor's Degree or equivalent experience- 3+ years' experience in software end-user support and/or business analysis support and/or software testing- 2+ years' experience using Excel, Word, and PowerPoint- 1+ year's exposure to Agile software development processes- Experience managing small efforts/projects Skills and Competencies:- Data Analysis in Excel and/or SQL- Able to learn software functionality and complex processes quickly- Able to retain large amounts of software functionality and process information- Able to routinely balance multiple tasks- Able to create professional-looking documentation and presentationsAnd you are a person who:- Is an enthusiastic, highly motivated self-starter with a strong work ethic and an intense focus on achieving results- Collaborates effectively to get things done, building and nurturing strong relationships.- Is exceptional at problem-solving, issue resolution, and time management.- Is highly organized and detail oriented- Demonstrates strong listening, communication, and presentation skills.- Interacts with others with courtesy and empathy- Acts with Courage and Conviction- Demonstrates Integrity- Is a continuous learner who adapts quickly and positively to change.- Embraces the opportunity to collaborate with other designers and partners in an open dialogue context.- Is available to travel up to 20% of the time and is able to work weekends and/or extended hours as needed.Job Band:H5Shift: -1st shift (United States of America)Hours Per Week:40Weekly Schedule:Referral Bonus Amount:0 Job Description: Enterprise Independent Testing (EIT) is a center of excellence that conducts independent testing (regulatory, compliance and controls) throughout the year globally across the company, providing ongoing feedback to monitor (and improve) processes. EIT has established itself as the enterprise utility to test all end-to-end processes on behalf of Second Line of Defense, Frontline Units (FLUs) and Control Functions (CFs), enabling more efficient and effective testing. EIT is transforming the way testing is built and executed with digital transformation, implementing automation and leveraging cutting edge Artificial Intelligence/Natural Language Processing technologies. EIT carries a portfolio of 7000+ tests and has a global footprint employing 2,300+ testing professionals across the United States, Europe, Asia and Latin America as well as 500+ Global Business Services (GBS) associates. The Test Tools & Automation Specialist II - User Support Analyst role conducts a variety of tasks in support of the Enterprise Independent Testing team's platform management and operation. Key responsibilities include providing front line support to end users by responding to issues related to EIT software applications, business analyst work, documentation, project management, and operational work. This role applies technical and business knowledge to identify, research, analyze and resolve complex problems. May sometimes participate in design, development and implementation of enhancements to our technologies and/or processes. Works under supervision on special projects requiring creative solutions. In this role, you will participate and occasionally lead special projects. A User Support Analyst will begin to develop leadership skills by developing junior staff through coaching and guidance with light hands-on supervision from management to complete deliverables. As User Support Analyst you will:- Develop an in-depth knowledge of the functionality and capabilities of one or more platforms- Provide guidance and instruction to platform end users- Perform impact analysis, triage, escalate and coordinate resolution of platform user support requests- Analyze issues reported by platform end users- Coordinate with Product Owners and technology partners in the resolution of reported issues- Perform routine and ad hoc operational tasks on the platform- Analyze issue trends and propose strategies to reduce issues- Participate in Agile ceremonies- Perform business analyst functions including authoring Agile stories- Define and document platform processes- Author and maintain Quick Reference Guides and other instructional material- Manage end-user communication- Manage small projects, including the coordination of other resources- Work with the platform leadership and technology teams on achieving the objectives and vision for the platform- Perform software testing to validate the accuracy of issue resolution and new enhancements- Identify, document and escalate risks Qualifications and Experiences:- Minimum of 5 years work experience- Bachelor's Degree or equivalent experience- 3+ years' experience in software end-user support and/or business analysis support and/or software testing- 2+ years' experience using Excel, Word, and PowerPoint- 1+ year's exposure to Agile software development processes- Experience managing small efforts/projects Skills and Competencies:- Data Analysis in Excel and/or SQL- Able to learn software functionality and complex processes quickly- Able to retain large amounts of software functionality and process information- Able to routinely balance multiple tasks- Able to create professional-looking documentation and presentationsAnd you are a person who:- Is an enthusiastic, highly motivated self-starter with a strong work ethic and an intense focus on achieving results- Collaborates effectively to get things done, building and nurturing strong relationships.- Is exceptional at problem-solving, issue resolution, and time management.- Is highly organized and detail oriented- Demonstrates strong listening, communication, and presentation skills.- Interacts with others with courtesy and empathy- Acts with Courage and Conviction- Demonstrates Integrity- Is a continuous learner who adapts quickly and positively to change.- Embraces the opportunity to collaborate with other designers and partners in an open dialogue context.- Is available to travel up to 20% of the time and is able to work weekends and/or extended hours as needed. Shift:1st shift (United States of America) Hours Per Week: -40

Keywords: Bank of America, Jersey City , Test Tools & Automation Specialist II - User Support Analyst, Professions , Jersey City, New Jersey

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