at WiseTech Global (U.S.), Inc. in Schaumburg, Illinois, United States
Job Description
Provide incident management including handling all training questions and providing second and third level support to customers. Understand core problems for customers and identify and articulate the root cause of issues. Write effective escalation documents and manage customer expectations with regards to issue resolution. Work collaboratively with customers and development resources throughout the lifecycle of new features. Review product changes. Create and execute a comprehensive test plan. Perform user acceptance testing of software fixes and new features. Identify all issues in the first iteration. Use identified gaps in functional review to improve design processes. Highlight all usability concerns. Provide clear and precise feedback. Review all specialized and complex changes. Expose blind spots in designs and guide revelations. Consistently identify undisputed root cause. Clearly articulate relationship between the stated requirement (symptoms) and the root cause. Guide peers through the discovery process (revelations). Assess existing functionality and recommend areas of improvement. Design and review product designs proposals. Design and/or review all complex designs. Conduct multiple iterations to ensure that all issues are caught. Write up requirements for new features and functionality for CargoWise. Provide clear feedback to less experienced team members. Write and review content and other material. Consistently catch errors in less experienced team members work product. Ensure that the content flows well and is easy to understand. Conduct final review of all content. Write release notes for new features. Routinely review content and teach less experienced employees when errors are identified. Telecommuting permitted.
Bachelor’s or foreign degree equivalent in Information Systems or related field followed by two years of progressive, related experience. Will accept a Bachelor’s equivalent based on a combination of education and/or experience as determined by a professional evaluation service.
Any applicant who is interested in this position may apply to the following individual:
WiseTech Global, Attn: Allison Cash, 40105 Moring; Chapel Hill, NC 27517. Must reference job title and code.
