Essential Functions:
Assigns and escalates bugs to Product Owners.
Develops automated graphical user interface testing and API driven testing.
Develops and maintains test cases and test procedures for functional testing
Provides phone and email support on level 1 and level 2 support requests; ensuring a high level of service and timely turnaround.
Provides IT Support services with troubleshooting and incident resolution; acts as point of escalation for internal IT Support team.
Researches, recommends, and implements tools for test automation.
Designs and supports framework of test infrastructure.
Configures and setups testing environments.
Collaborates with Product Owners in an agile environment to meet project deadlines.
Supports P1 and P2 level incidents by communicating with users and performing incident management.
Provides troubleshooting assistance to end users as well as IT staff including IT Support, Desktop Support, and IT Systems
Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus.
Installs, diagnoses, and resolves escalated Level 1 and 2 problems for hardware, peripherals, and software systems.
Guides users through step-by-step solutions on operating IT equipment.
Facilitates deployments and automates test procedures in both QA and production environments.
Provides technical assistance; writes and maintains user documentation and trains and supports users.
Prepares technical support by collecting, analyzing, and summarizing information and trends.
Serves as subject matter expert for business-critical applications and be able to identify and troubleshoot issues quickly.
Collaborates with Agile Scrum development teams to identify and resolve production issues.
Provides valuable feedback to Agile Scrum Product Owners on application improvements.
Monitors/follows up with Agile Scrum team Product Owners on backlog item status.
Participates in testing and de-bugging during pre-deployment and post-deployment stages.
Creates and executes automated test cases based upon project requirements.
Implements agile practices of iterative development, TDD, continuous integration, and continuous deployment.
Participates in ongoing development, patching, and updating of released products through use of Agile process.
Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.
Performs other related duties and projects as business needs require at direction of management.

Education and Experience:
Bachelor’s degree in Computer Science, Engineering, or related field; Master’s degree a plus.
Minimum three (3) years of experience in Applications Support, QA testing, or Software Development.
Minimum three (3) years of experience in programming.
Minimum eight (8) years of experience in Applications or IT Technical Support.
Must have previous experience supporting enterprise applications.