Technical Product Support Specialist - Raks Group

Job Title: Technical Product Support Specialist

Location: Tallahasse, FL

Duration: 7/1/2024 to 6/30/2027.

Interview: Webcam And F2F

Job Description:

Contractor staff assigned to this agreement must possess the following minimum qualifications and

experience:

5.1. Five years of documented experience performing business process analysis on an agile software

development team.

5.2. Five years of documented customer technical support experience.

5.3. Two years of documented experience performing application development on a Certified Electronic

Health Record (EHR) product.

5.4. Five years of documented experience performing the software testing function that includes executing

software tests, documentation of defects and writing test cases and scripts.

5.5. Five years of documented experience producing business or technical documentation related to

technical specifications, requirements traceability matrices, application interface design, business

process analysis and data flow diagrams.

6. CONTRACTOR RESPONSIBILITIES

6.1. SERVICE TASKS: Contractor will perform the following tasks in the time and manner specified:

6.1.1. Participate in Joint Application Design (JAD) sessions with development teams to represent the

interests of business stakeholders as assigned by the Department. Participation includes

providing accurate answers to questions regarding intended software functionality.

6.1.2. Perform validation of documented business requirements against business processes as assigned

by the Department.

6.1.3. Perform verification of developed software against business requirements and technical

specifications as assigned by the Department through User Acceptance Testing (UAT).

6.1.4. Identify, document, and submit opportunities for improving the efficiency of workflows

represented within the software and increasing ease as software enhancements as assigned by

the Department. Identified opportunities must be documented using Microsoft Office and the

Department's change and configuration management system.

6.1.5. Prepare and submit end user documentation using Microsoft Office software as assigned by the

Department for training and assistance including release documentation, process flows, and help

screens.

6.1.6. Provide support daily for the Department's HMS, related systems and downstream consumers of

Department data as directed by the Department. Support requires providing answers to inquiries

via email and phone, researching user inquiries, documentation of software issues in the

Department's change and configuration management system and logging the user interaction in

the customer ticketing system.

6.1.7. Communicate current issues, enhancements, and other information through email, telephone or

face-to-face with Department staff as assigned by the Department.

6.1.8. Complete job required training as assigned by the Department. Completion verification may

include certificates, sign-in sheets or verification via the Department's Learning Management System.