Functional Tester & Helpdesk Specialist

CONTEXT

Imagine being at the heart of a public service initiative that directly empowers citizens to secure affordable housing. Our client, a major player in its sector, is a key governmental agency dedicated to improving living conditions and promoting social well-being through innovative digital platforms. They are currently embarking on transformative projects, including the 'New Housing Subsidy' (NHS) and 'Forms Desk' (FLO), designed to streamline application processes and enhance user experience. These platforms are more than just software; they are gateways to opportunity for thousands of individuals and families. This role offers a unique chance to contribute to a cause that genuinely matters, ensuring that these critical systems are robust, user-friendly, and consistently available. You'll be part of a dedicated team that acts as both the guardian of quality and the first point of contact for users, playing an indispensable part in upholding the trust placed in public services. Your work will directly translate into tangible benefits for the community, making a real difference in people's lives by ensuring smooth access to vital housing support.

ACTIVITIES

• Perform comprehensive functional and regression testing on new features and existing functionalities for the NHS and FLO applications.
• Develop detailed test cases, execute testing cycles, and meticulously document defects and their resolution.
• Collaborate closely with development teams to ensure a thorough understanding of requirements and to facilitate efficient bug fixing.
• Manage and prioritize incoming helpdesk tickets, providing prompt, accurate, and empathetic support to end-users.
• Troubleshoot user issues, identify root causes, and escalate complex problems to the appropriate technical teams.
• Contribute to the conversion of manual regression tests into automated test scripts, enhancing testing efficiency and reliability.
• Maintain and update knowledge bases and documentation related to application functionalities and common user queries.
• Participate in agile ceremonies (e.g., sprint planning, daily stand-ups, retrospectives) to ensure continuous improvement in development and support processes.

EXPECTED ACHIEVEMENTS

• Significantly improve the quality and stability of the NHS and FLO platforms through rigorous testing, minimizing post-release defects.
• Achieve high levels of user satisfaction by providing efficient and effective helpdesk support, resolving issues promptly.
• Contribute to a substantial reduction in manual testing effort by successfully implementing automated regression tests.
• Become a key knowledge expert for the applications, empowering both users and internal teams with accurate information.
• Foster a collaborative environment between development, testing, and support, leading to smoother release cycles and improved communication.
• Directly enhance the public's experience with critical housing subsidy services, making them more accessible and user-friendly.

ENVIRONMENT

Jira (for issue tracking and project management), Confluence (for documentation and knowledge sharing), Zephyr (for test management), Selenium/Cypress/Playwright (for test automation - contribution to converting tests), Agile/Scrum methodologies, Service Desk platforms, Windows/Linux environments, web applications.