Job Details

Job: Tolling Back-Office QC Analyst

Location: REMOTE - On-Site approximately 4 days a month.

This position is primarily remote but will require on-site presence during key project phases of SIT (3 cycles at a minimum), UAT (1 cycle at a minimum), Pre-Go Live, and Go Live, any planning calls (approx. 4 days a month). Any absence from sessions requires prior approval from Project Principal. Additional travel may be required when requested by the Project Principal.

Justification: The Tolling Back-Office functionality within the UBOS/ CBOS systems is critical functionality for the PTC and must work with a very high degree of reliability and accuracy. The proper operation of this functionality requires dedicated and focused efforts in testing and validating all changes. This position will be solely dedicated to this testing and reporting to the PTC on the results, with enough detail for the PTC to determine a course of action. This position requires an experienced and strong customer service software testing analyst who will be creating, executing, and documenting the results of test plans and scripts. This position will study and understand the complete set of UBOS business processes, then write, execute, coordinate, and document the end-to-end testing of all aspects of the UBOS and CBOS system as related to the back-office functionality. We are seeking an experienced Tolling Back-Office Quality Control Analyst to play a critical role in ensuring the reliability and accuracy of the end-to-end functionality for our Tolling Back Office system. We are looking for an individual proficient in CRM D365, ERP SAP with Back Office testing experience and the skills/ expertise outlined here.

Description Of Duties and Responsibilities:

• At the core, ensure that the Commission's business processes are being validated from a holistic End-to-End perspective for all valid scenarios possible, ensuring best in class customer service for end users, call center agents, and other stakeholders is always delivered.
• Perform rigorous testing and validation efforts, necessitating a dedicated focus.
• Create, execute, and document test plans and scripts.
• Be responsible for comprehensively testing all aspects of our systems, including Account Management, Case Management, Payments, Dispute Management, Dunning and Collections, Correspondence, and Invoicing.
• Capture, and maintain data, plus run reports to implement data analyzed optimizations on the omnichannel perspective of the customer. This will include, but is not limited to Portal, Natural Language IVR contained telephony, Chatbot, email/ forms, walk-in, and social media.
• Review test scripts provided by vendors.
• Conduct system stress testing to identify potential issues.
• Collaborate with the QC Lead to ensure quality control.
• Manage and execute testing scripts within the ADO system.
• Advocate for Quality Assurance and industry best practices.
• Ensure project adherence to quality principles and guidelines.
• Oversee all aspects of quality assurance and testing for software and IT system releases.
• Maintain high-quality procedures for creating user stories, tasks, test cases, and bugs.
• Provide feedback for production deployment readiness.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish the tasks and duties assigned.
• Adhere to the PTC standards, policies, and procedures.
• Utilize various software and/or technology tools to perform job duties.
• Perform tasks and other duties as assigned by the PTC.

Minimum Experience:

• Minimum 5 years of experience in large-scale integrated solutions for tolling back-office operations.
• Minimum 5 years of CRM Microsoft D365 testing experience for enterprise level implementations dealing with microtransactions.
• Minimum 5 years of CRM Microsoft D365 experience in testing entity customization, form design, views, business process flows, Power Automate, Logic Apps, workflow, and business process rules.
• Efficient in finding issues and debugging issues using stack traces, logic app log failures, and plugin profilers.
• Hands-on testing experience for a tolling back-office system.
• Experience developing and executing system testing scripts for overall system implementations.
• Proficiency in developing and automating testing scripts for CRM (Azure-based system), ERP (SAP Financials), Natural language IVR, Real-time payments, Telephony applications, and 30+ Vendor Integrations.
• Experience with MS Azure ADO for testing and quality.
• Equivalent combination of education and/or experience may be accepted.
• Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

Desired Skillset:

• 8 or more years of expertise in software development testing.
• 5 or more years of experience in testing back-office operations system with a focus on CRM
• 5 or more years of experience in testing various channels of Account Management; Case Management; Payments using Credit Cards and ACH at a minimum, Digital Wallets is desirable; and Disputes.
• 5 or more years of experience in testing financial transactions and finance functionality, including but not limited to Dunning and Collections, and Financial Reconciliation.
• Proficiency in Risk-Based Test Management and Test Automation - Tosca, Performance Testing, Regression Testing, Disaster Recovery Testing, and Data Migration Testing.
• Proficiency in MS Azure DevOps testing module.
• Knowledge of ITIL/ITSM practices and methodologies.
• Understanding of cloud-based software solutions.
• Strong written and oral communication skills.
• Excellent listening, presentation, and interpersonal skills.
• Ability to communicate technical ideas in a user-friendly manner.
• Strong multitasking and project management abilities.
• Motivated self-starter.

Certifications / Education:
• Bachelor's degree in business management or information systems.
• One or more software Testing Certifications.
• Equivalent combination of education and/or experience may be accepted.

Required:

1. Experience in large-scale integrated solutions for tolling back-office operations - Required 5 Years
2. CRM Microsoft D365 testing experience for enterprise level implementations dealing with microtransactions - Required 5 Years
3. CRM Microsoft D365 experience in testing entity customization, form design, views, business process flows, Power Automate, Logic Apps, workflow - Required 5 Years
4. Hands-on testing experience for a tolling back-office system - Required
5. Experience developing and executing system testing scripts for overall system implementations - Required
6. Proficiency in developing and automating testing scripts for CRM (Azure-based system), ERP (SAP Financials), Natural language IVR, Real-time payment - Required
7. Experience with MS Azure ADO for testing and quality - Required
8. Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint - Required
9. Proficient in Microsoft ADO Testing Module - Required
10. Bachelor's degree in business management or information systems - Required
11. One or more software Testing Certifications.