Lead Quality and Support Analyst

United States·Lake Marylead

OtherSupport Analyst

0 views0 saves0 applied

Apply Now

Quick Summary

Key Responsibilities

Leads the design, execution, and continuous improvement of manual and automated testing activities for assigned web, mobile, and enterprise applications. Develops and maintains automation scripts,

Requirements Summary

Preferred certifications include Agile-Scrum, CTFL, Certified Test Engineer, or comparable quality assurance or agile credentials. Bachelor

Technical Tools

OtherSupport Analyst

Business Summary:

The Lead Quality and Support Analyst serves as a lead individual contributor responsible for advancing application quality, test automation, and Tier 2 support for enterprise systems, including Club Data Exchange and Common Infrastructure. The role develops and executes testing strategies, investigates application and production issues, documents defects and support findings, and partners with development, DevOps, operations, and business teams to improve system reliability and performance. The position supports continuous improvement by strengthening test coverage, monitoring practices, support documentation, and issue resolution processes.

Duties & Responsibilities:

Leads the design, execution, and continuous improvement of manual and automated testing activities for assigned web, mobile, and enterprise applications.
Develops and maintains automation scripts, regression suites, and test frameworks using appropriate tools and programming languages to improve testing efficiency and coverage.
Creates comprehensive test plans that define scope, objectives, test data, methodology, acceptance criteria, risks, assumptions, and limitations.
Analyzes test results, production issues, and system behavior to identify defects, document findings, and create clear, actionable tickets for development or support resolution.
Partners with developers, DevOps, operations, support, and business teams to troubleshoot issues, validate fixes, and support stable application releases.
Monitors application performance, availability, and operational trends; recommends improvements to reduce recurring issues, manual intervention, and avoidable disruption.
Supports Tier 2 incident response by diagnosing issues, identifying root causes, escalating appropriately, and contributing to preventive measures.
Maintains support documentation, runbooks, testing artifacts, and quality criteria to support consistent troubleshooting, knowledge transfer, and operational readiness.
Guides technicians and cross-functional partners on testing procedures, monitoring practices, defect documentation, and runbook use.
Contributes to agile delivery practices, continuous integration activities, and process improvements that strengthen application quality and support effectiveness.

Knowledge, Skills, Abilities, and Other Characteristics:

Knowledge of software quality assurance practices, test planning, defect management, regression testing, integration testing, and agile testing methodologies.
Knowledge of automation tools and frameworks such as Selenium, Appium, Jest, TestNG, Cucumber, JMeter, Postman, Zephyr, or comparable technologies.
Knowledge of programming or scripting languages such as Java, JavaScript, Python, or similar languages used to support test automation and troubleshooting.
Knowledge of cloud environments, monitoring and logging tools, operating systems, networking concepts, APIs, and basic infrastructure support principles.
Skill in analyzing application behavior, test results, system performance data, and support trends to identify root causes and recommend practical solutions.
Skill in documenting defects, support procedures, runbooks, test plans, and technical findings in a clear and actionable manner.
Skill in collaborating with technical and non-technical stakeholders to resolve issues, validate requirements, and support reliable application delivery.
Ability to prioritize competing issues, manage follow-through, and support production stability in a deadline-driven environment.
Ability to guide others through established support, testing, and documentation practices without direct supervisory responsibility.

Education, Experience, & Certifications:

Preferred certifications include Agile-Scrum, CTFL, Certified Test Engineer, or comparable quality assurance or agile credentials.
Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field; equivalent experience may be considered.
Five (5) or more years of combined experience in software quality assurance, test automation, application support, systems analysis, or related technology support functions.
Three (3) or more years of experience developing or maintaining automated test scripts, frameworks, or regression suites using Java, JavaScript, Python, or comparable technologies; experience with source control, configuration management, CI/CD, test management, monitoring, logging, cloud platforms, API testing, ETL, or data quality tools is preferred.