Issue/Defect Collaboration – Software Products Support:

• Collaborates within and beyond immediate team to understand customer issues and align solutions.
• May provide technical guidance and support to customers regarding customer-reported issues, independently.
• Coaches, mentors, and guides others to advocate for customers' interests and suggests product enhancements based on feedback.
• Influences team to ensure customer satisfaction through timely resolution of issues and effective communication.
• Implements customer issue and/or defect handling and training processes, independently.
• Investigates and troubleshoots complex product maintenance issues to ensure customer agreement on short- and long-term solutions (e.g., future enhancements).

Practices and Standards Compliance – Security and Compliance:

• Collaborates with the team to establish and follow development practices and coding standards.
• Exercises judgment and discretion to ensure code quality and adherence to broad acceptance criteria during development.
• Keeps up-to-date with industry best practices and applies them to software development processes.
• Implements secure coding practices to prevent security vulnerabilities.

Development Operations – System Maintenance:

• Performs periodic maintenance and testing operations for systems that require upgrading or patching (e.g., for critical vulnerabilities).
• Exercises judgment and discretion to drive improvements, ensure automation, testing, and debugging of systems to ensure service/product availability, health, support, and reliability.

Core Responsibilities

Planning & Execution:

• Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements.
• Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.

Collaboration & Partnership:

• Collaborates across teams to align on expectations and achieve shared objectives.
• Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships.
• Actively listens to diverse perspectives and asks questions to ensure understanding of others.

Problem Solving:

• Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate.
• Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors.
• Contributes to knowledge sharing and best practices.

Continuous Learning:

• Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices.
• Seeks out and leverages feedback and training to improve skills.
• Contributes to a culture of continuous learning and knowledge sharing with team members.

Continuous Improvement:

• Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team.
• Seeks input from team members on alternative approaches and methods for improving work.

Qualifications

Career Level - IC3

About Us

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