IT Automation Specialist

The Test Automation Specialist position will encompass the following activities:

• Analyze performance requirements from business areas and develop automated tests to meet those requirements.

o Candidate should be able to explain good design principles and ask for required input and data from the project team to measure performance.

o Support developers as they build automated test scripts and plans that the candidate will execute.

o Gather requirements and formalize into a testing plan.

• Program, configure,automate, and execute testing, primarily performance testing.

o Record, create, edit, and execute tests for both quality and performance on systems within PennDOT.

o Report and present verbally and in writing test results for development teams to assist in isolating defects and vulnerabilities.

o Perform analysis, triage, and remediation as needed to ensure proper execution of tests and to resolve connectivity or other run-time issues.

o Automated testing of other types, including functional and regression testing may be included but are less than 10% of testing requests.

• Research and Maintenance:

o Perform research on testing tools in the marketplace for features and pricing that offers value to PennDOT.

o Responsible for reviewing vendor documentation and presenting customized documentation for the proper implementation of tools within PennDOT.

o Maintain and update versions of existing tools. Rollout new versions to user community, as needed.

• Respond to customer inquiries via phone, email, chat, and other communication channels in a timely and professional manner.
• Troubleshoot technical issues and provide step-by-step instructions or guidance to resolve customer concerns.
• Document and track customer interactions and issue resolutions using our CRM system (Remedy).
• Collaborate with cross-functional teams to escalate and resolve customer issues efficiently.
• Identify common customer challenges and contribute to the development of self-service resources, knowledge base articles, and other support materials.
• Proactively follow up with customers to ensure their issues are fully resolved and their needs are met.
• Continuously seek opportunities to improve the customer support experience and provide feedback to the team leads and management.