Senior Software Support Specialist - ValidaTek, Inc.

Company Overview:At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.comSummary:

ValidaTek is seeking a highly qualified Senior Software Support Specialist to support the Department of State, Bureau of Consular Affairs Q-Flow customer queue management software system (https://www.acftechnologies.com/q-flow). The Q-Flow customer queue management system enables domestic Passport Agencies and overseas Embassies to manage the flow of waiting customers and automatically direct them to staff members at counter windows for assistance with their Passport and Visa applications. The queue management system does this via complex and highly customizable workflows and hardware peripherals tailored for each location.

 

The Senior Software Support Specialist will provide pre-deployment, deployment, training and software support for a customized version of the Q-Flow queue management software system as well as the hardware components that are integrated into the functionality of the system. These hardware components include self-service kiosks, over-the-counter media players, barcode scanners, ticket printers, etc. Working as the Senior Software Support Specialist requires a deep understanding of software architecture, exceptional problem-solving skills, and the ability to work with cross-functional teams to resolve technical issues efficiently.

 

The candidate must be a team player willing to work a flexible schedule when required per deployment schedules (evenings, weekends, and occasional holidays). Support will mostly be remote, assisting the boots on the ground support teams. However, occasional travel CONUS and OCONUS for more complicated support is in scope for this position.

Responsibilities:

• Serve as queue management software system subject matter expert, understanding the cus-tomer’s overall business processes and workflows and how to configure the queue management software to meet requirements.
• Provide advanced technical support for complex software systems, including troubleshooting and resolving issues reported by end-users and internal teams.
• Analyze and learn complex client workflows and modify software configuration to match the needs of the workflow.
• Conduct detailed analysis of software systems to identify root causes of issues, ensuring timely and effective resolution.
• Engage with customers to understand their technical challenges, provide solutions, and ensure a high level of customer satisfaction.
• Conduct requirements gathering meetings, interfacing between clients and developers who modify application code to implement new application capabilities.
• Develop test plans and conduct software testing.
• Facilitate the deployment of application releases.
• Complete basic business analysis and assist in completing engineering reviews of new locations who will install the software.
• Assist in all active deployments by coordinating with both overseas and domestic sites to help to troubleshoot deployment issues.
• Assist with scheduling and coordinating calls with sites to determine their specific software con-figuration requirements.
• Prepare for introductory, configuration and support calls with sites.
• Document and communicate all steps for deployment, and how to resolve issues that may arise with customers in real time.
• Assist Training Team with developing training materials for overseas and domestic sites.
• Provide detailed and organized information/documentation about each deployment.
• Leverage technical and functional expertise in identifying, evaluating, and testing systems.
• Travel on deployments to overseas US Embassies and US based Passport Agencies as necessary to facilitate deployments and provide onsite support.
• Track and manage milestones for multi-year deployment timelines.
• Develop a range of how-to materials, SOPs, and user guides.
• Assist production support and change request teams with functional design and testing.
• Assist with site deployment and communication activities including attending meetings, partici-pating in change management efforts, and providing input for training materials.

Qualifications:

• BA/BS or equivalent years of experience working in a technical position.
• Active Secret Clearance
• Minimum of 5 years of experience in a technical support role for complex software systems, with a proven track record of troubleshooting and resolving advanced technical issues.
• Demonstrated ability to learn complex software systems and perform customized configuration tasks via software GUI.
• Familiarity with queue management systems (customer uses Q-Flow but other vendors include QMatic, Nemo-Q, Wavetec and Qminder
• Proficiency in software diagnostic tools and techniques.
• Strong knowledge of software development methodologies and tools.
• Experience with database management systems (e.g., SQL, Oracle).
• Familiarity with programming languages (e.g., Java, C#, Python).
• Understanding of network protocols and operating systems.
• Excellent analytical and problem-solving abilities.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Ability to work in a challenging environment and manage multiple customers.
• Customer-oriented with a focus on delivering high-quality support.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience leading meetings and presenting projects.
• Experience working in agile delivery models.
• Proficiency in Excel
• Must possess or have the ability to obtain US Passport immediately upon hire.
• Must be a team player with schedule flexibility to support customers in many time zones (ability to occasionally work during evenings, weekends and occasional holidays. Holidays would tend to be days such as Columbus Day, MLK day, etc as opposed to Christmas and Thanksgiving)

Posted Min Pay Rate:USD $95,577.60/Yr.Posted Max Pay Rate:USD $159,296.00/Yr.Salary Disclosure:Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications. The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required. EEO Statement:ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.Applicants who are selected for employment will be required to verify authorization to work in the United States.Offers of employment will be contingent upon passing a post-offer background check.