Help Desk Testing Specialist

Index Analytics, LLC, is a rapidly growing, Baltimore-based small business providing health-related consulting services to the federal government. At the center of our company culture is a commitment to instilling a dynamic and employee-friendly place to work. We place a priority on promoting a supportive and collegial team environment and enhancing staff experience through career development and educational opportunities.

The Help Desk Testing Specialist will be the main support for end-users of OH CDMS, a state-of-the-art Salesforce application.  This includes working directly with the CHAMP COR, Project Manager, OH board members, and other critical users of the application. This is a high visibility position where excellent communication skills are essential.

The role will also provide critical manual testing support to both Scrum Teams, who will be conducting maintenance and new development to OH CDMS. This will require the role to participate in daily stand-ups and other Agile ceremonies in-person and virtually. Test cases will need to be developed for each user story tested, with direct communication and coordination with members of the Scrum Team to ensure that the development meets the necessary specifications.

This role will require participation in a data migration task for OH CDMS. In-depth understanding of the end-to-end functionality of OH CDMS is necessary, which will need to be translated into the development of an application for users who are participating in the data migration. It will be expected that this role tests this specific application, unique to this task, troubleshoot issues, and provide solutions. There will be other quality assurance/control functionality that will need to be tested to support the completion of the data migration.

Responsibilities

• Provide Tier I, II, and III multi-channel Help Desk support for CHAMP stakeholders related to OH CDMS, using Remedyforce.
• Troubleshoot bugs and defects in support of application development
• Use Test Driven Development (TDD) methodologies to develop test criteria for every user story during development phase.
• Work the necessary shift to cover the Help Desk hours of activity from 7AM to 8PM
• Participate in daily Agile stand-ups and other sprint ceremonies with Scrum Teams in-person or virtually as needed
• Triage, prioritize user requests, and escalate to CHAMP Leadership as needed
• Support the development of monthly and ad hoc reports as needed
• Conduct testing after each sprint to ensure a user story, task or bug can be closed and has met requirements
• Report defects, bugs and errors to development team
• Review legacy data for accuracy and completeness so that it can be successfully deployed in production

Qualifications

• US citizen or Authorized to Work and lived in the US for 3 of the last 5 years. Must be able to obtain a U.S. Federal government client badge and pass a government Public Trust.

• Bachelor’s Degree with minimum 2 years of relevant work experience

• Excellent verbal and written communication skills

• Ability to work closely with Government customers

• Understanding and knowledge of OH CDMS

• Ability to apply standard requirements to a different design

• Knowledge of PRRB appeals and process within OH CDMS is a plus

• Experience with TestRail is a plus.

Attention Candidates

We're dedicated to ensuring a safe and transparent recruitment process for all candidates and have implemented robust measures to protect your personal information. Please be aware that all employment-related communications will originate from a secure portal (NAME@msg.paycomonline.com) or a corporate email address (NAME@index-analytics.com). If you have any concerns, please don't hesitate to reach out to us at recruiting@index-analytics.com.

If you are selected for an interview, please be advised that Index Analytics LLC reserves the right to prohibit the use of artificial intelligence (AI) tools, including but not limited to AI-generated responses, real-time transcription, or automated assistance during the interview process. We value authentic interactions and the opportunity to engage directly with candidates. Any unauthorized use of AI may result in disqualification from consideration.

The salary range provided represents the estimated compensation for new hires in this position, applicable across all locations. Actual offers may vary based on factors such as the candidate's skills, qualifications, experience, and market conditions. Index complements its base salary offering with a competitive package that includes health and retirement benefits, discretionary bonuses, and reimbursement for professional development opportunities.

Index Analytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.