QA IT Analyst - Full-time / Part-time

The QA IT Analyst is responsible for performing activities in support of software deployments for clinical and billing solutions. The solutions can be developed internally or by a vendor. The MENTOR Network’s user population is spread across the US and multiple lines of service. The implementation team is responsible for core functions that support the overall successful adoption of software use within the organization.

The MENTOR Network, a national network of local health and human services providers offering quality, community-based services to adults and children with intellectual and developmental disabilities, brain and spinal cord injuries and other catastrophic injuries and illnesses, and to youth with emotional, behavioral and medically complex challenges as well as their families. With opportunities from coast to coast, when you join The MENTOR Network, you'll make a difference every day and help to provide quality of life enhancing services to individuals across the country.

• Experiences in Quality Management Software and Processes
• Knowledge and experience in technical aspects of software solution being tested
• Business process understanding
• As an adjunct member of the delivery team, conducting quality assurance testing of software releases with delivery team and users to prepare for implementation.
• Creating and executing test plans
• Reporting defects and providing feedback on usability based on experience working with the users
• Testing training material and refining as required

• Following up with users immediately after deployment to facilitate adoption
• Providing phone support to super users after deployment during the 45-day warranty window
• Troubleshooting identified issues with users and determining path for resolution
• Escalating issues to IT Business Partners
• Identifying and documenting enhancements for the backlog
• Transitioning customer to standard support model after warranty period.
• Working with service desk to develop a knowledge base of known issues or usability-related recommendations

• Working with IT Business Partner to establish a relationship with local subject matter expert
• Evaluating local business process
• Working with users to recommend adjustments to the tactical business process to support the software solution
• Identifying additional features needed prior to deployment to successfully support the users
• Working with the users to define areas of the application that need to be configured for successful implementation
• Working with local leadership to schedule the deployment and rollout schedule

• Configuring business-unit specific data values, as required
• Configuring user accounts, permissions, and overall security
• Working with the local subject matter expert to determine and acquire – as necessary - devices that will be used for the solution being deployed
• Support other areas of IT such as infrastructure and field support as needed

• Creating and updating technical training materials for deployed applications using a variety of media
• Conducting training for train-the-trainer sessions and direct user training using a variety of techniques
• Creating system procedures, job aides, guidelines, FAQs, online help and other technical documentation as needed

• Bachelor’s degree in Business, Information Management, Computer Science or related experience
• 3 + years of hands - on experience with QA, implementation, customer support, training, and /or business process analysis and redesign.
• Requires strong communication skills, both verbal and written, organizational skills, interpersonal skills and planning and management skills.
• Requires a strong customer orientation and problem solving capability.
• Experience providing formal training on software or business processes.
• Ability to travel 25% required