Senior Analyst: Technical support
Posted date [25-Feb-2024]
(ID: 1644738)
Region: Riyadh (Riyadh)
Description: Product integration, Testing, Quality Assurance and Support
Job Profile:
The candidate would be communicating with the software vendor and the client where the software application is deployed.
Provide high level diagnosis and problem solving, debugging code and logical analysis in case of unexpected error handling
requirements.
Provides highly specialized technical support to the clients as well as interacts with the software vendor to tackle any
issues arising there from. Responsible for high-level diagnosis and problem solving.
Good knowledge of software testing and SDLC know-how.
Sound knowledge of root programming languages (C, C++), the applicant should have a sound understand of the C++ programming
language with respect to functions, variable usage, parameters, etc…
Responsible for testing IT software to ensure that changes have the affect intended by the design/development team.
The role is to understand the nature of change, analyze this, identify what needs to be tested and then carry out testing, documenting
results. Will also design test cases and plan the method for conducting them.
May be required to direct and monitor work of
team members / collaborators.
Responsible for the verification of suitability, reliability and functional fit (accreditation) of software within which the DHS switching services are developed for use by medical service providers and medical insurance administrators.
Provides first line support, manning the software vendor help-desk and assisting in the training of users.
The more complex technical problems are referred to the software vendor or resolved in collaboration with the software vendor.
During piloting, assists in the installation of systems following standard procedures as well as providing existing software vendors with technical product support (on site, where necessary).
Job Family:
Quality assurance, support and software development
This family includes:
Field Service
• Specialists who typically provide product related installations, maintenance, diagnosis and repair services directly to
customers and on-site
Response Centre
• Technical problem resolution for customers – internal or external.
• Specialists who typically provide related maintenance, diagnosis and telephonic problem solving services directly to
customers
Technical Training
• Assists in the delivery of courses to customers, dealers, distributors or internal staff on company products and services.
Operations
• Operating and monitoring of computer equipment and production environment; ensures effective utilization of resources
• This job family involves the development of software/systems in respect of the planning, writing, testing, implementation, maintenance of new and existing software products or systems.
Covers all phases of the System Development Life Cycle (SDLC).
* Testing
* Technical Writing
Level Descriptor: Level 3 – Supervisor / Fully Skilled Senior Practitioner
This level will normally only be achieved after clear evidence is available of full competence in a specialized technical role. At this level, full technical accountability for work done and decisions taken is expected. The ability to give
technical or team leadership should be present as well as a high degree of technical versatility and broad industry knowledge.
The essential characteristics are:
1. Takes responsibility either for substantial technical decision-making or for teams of staff. If the latter, demonstrates
the basic qualities associated with team leadership.
2. Is thoroughly familiar with the available tools, methods, procedures and/or equipment associated with specialization.
Possesses adequate technical depth to make correct choices from alternatives in all these areas.
3. Is able to apply selected technical tools etc in such a way as to meet set targets of cost, time, quality and performance.
4. Is able to communicate effectively both formally and informally with all those with whom working interfaces arise whether
they be colleagues, clients or customers.
5. Possesses a clear understanding of the relationship of any specialized role to the context in which the work is carried out. More generally, this understanding applies also to the employer's business and the needs of those who will use the end
product of the work.
6. Shows initiative and makes time available to ensure general technical competencies and specializations are kept up-to-date in line with industry developments.
