The Content Industrialization Technical Operations (FCTO) works closely with many internal operational and supporting teams.
It also maintains strong partnerships with engineering teams both on collection development and product integration side.
The team is also tasked with providing first line floor support to operational resources of our collection tools and workflow processes across multiple offices.
Specifically, the team is tasked with conducting research and analysis that identifies solutions to business problems including suggesting methods to improve practices and processes.
Key to the team’s success is the follow through on delivering end to end development and testing via the agile development framework.
This also includes documenting and reporting of bugs, automated and manual testing and deployment of new software during regular release to production cycles.
Key Responsibilities :
Provide feedback on testing assigned via JIRA tool.
Ability to communicate fluently in English (oral or written) with both technical and non-technical people within and outside location.
Provide proactive and reactive support to Operations and Client Support Teams through all possible interaction methods.
These include use of RPDs, Microsoft Teams, e-mail and on-floor support
RPD / Ticket Support Handling Communicate appropriate and relevant solutions in a timely manner
Floor Support Assist end-users for issues encountered on applications and workflows
Interact with Operations & Engineering to understand and resolve the issues
Consistently identifies issues and takes responsibility for escalation
Monitors and reports application / workflow related latency issues
Prepare relevant reports i.e. Production Loss and submit to stakeholders.
Attend application trainings / demo and read memos to stay up-to-date with any changes that impact end-users.
Attends internal departmental training
Performs responsibilities associated with daily assigned tasks and projects
Required Skills :
With less than a year of working experience in QA (manual / automation) testing methodologies and procedures
For IJP : At least 18 months experience as a Research Analyst or equivalent training, education or experience.
Good communication skills (oral and written)
Has a general understanding and / or experience of business process management and Agile Methodology.
Analytical skills Problem identification and problem solving skills are critical.
High proficiency in desktop software programs (Word, Excel, Powerpoint). Knowledge in PowerBI and SQL has an advantage.
Attention to detail
Excellent organizational skills
Team player - Ability to work as part of a geographically diverse team