Assoc. Manager - Software Development

Agencyport Software   •  

Bolivar, MO

Industry: Enterprise Technology

  •  

Less than 5 years

Posted 39 days ago

  • Senior Associate Support Engineer
  • Role Requirements:
  • Bachelor's degree in Computer Science, Computer Information Sciences or related degree.
  • Minimum 2 years of work experience
  • Requires minimal direction and moderate oversight; independent
  • Communicate directly with customer via web meetings and incident tracking workflow with assistance of Support Engineer 1 or above
  • Communicate directly with CSMs to provide status updates in a timely manner for high priority incidents
  • Qualify incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information
  • Set up environments within Azure test labs to replicate and triage incidents reported submitted by third-party implementation teams or customers
  • Work within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers
  • Triage low to moderate complexity incidents with minimal to moderate oversight from Support Engineer 1 or above
  • Leverage Duck Creek utilities such as Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents
  • Leverage third-party utilities such as Visual Studio, HTTPWatch, Fiddler, SQL Management Studio, etc to triage reported incidents
  • Provide work-a-rounds or solutions to third-party implementation teams or customers based on analysis during the triage process
  • Escalate incidents deemed to be base code defects to the proper Engineering teams
  • Apply SQL or XML scripts in DCOD environments to align data
  • Identify trends and patterns of reported data fix requests
  • Identify ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process
  • Create training modules in areas of expertise to sharpen knowledge of Triage team members
  • Attend sprint reviews and support targeted training
  • Serve as on call Support Engineer for after-hours emergencies as needed to triage Severity Level 1 incidents
  • Analyze and assess upgrade impact based on release notes and code changes for new release features
  • Leverage Duck Creek upgrade tools to generate differential analysis and produce low impact upgrade path for Duck Creek Customers
  • Develop and execute tests including PowerShell, Regression Runner and Selenium based automation tools
  • Competency Requirements:
  • Demonstrates proficiency in the following competencies:

  • Ability to operate independently with minimal guidance in focus area
  • After hours call service expertise/triage
  • Applicable DCU boot camp assessment score
  • Communicate with support personnel
  • Creating training modules in area of focus for team members
  • Full Suite installation
  • Installation troubleshooting knowledge
  • Product Installation in supporting area
  • Replication/qualification of reported cases
  • Salesforce case organization and management
  • Salesforce workflow
  • Understanding new feature release details
  • Azure Test Labs or equivalent VM knowledge
  • Demonstrates awareness in the following competencies:
  • .NET and C# (or similar language)
  • Analytical ability
  • Duck Creek triaging tools knowledge
  • Extensible Markup Language (XML)
  • Insurance domain knowledge
  • Internet Information Services (IIS)
  • Knowledge-based contributor
  • Root cause analysis
  • Structured Query Language (SQL)
  • TeamTrack Workflow and submission (if applicable)
  • TFS Workflow and submission (if applicable)
  • Azure Dev Ops Workflow and submission (if applicable)
  • PowerShell, Regression Runner and Selenium based automation tools
  • Visual Studio or similar IDE
  • Front-end technologies like HTML, CSS, Skins, Javascript, Jquery etc
  • Continuous integration practices.