Under minimal direction, the Technical Consultant IV Team Lead is primarily responsible for providing highly complex technical and business support focused around multiple assigned business area solutions during product enhancement and product release processes. In particular this role conducts triage support for failed test cases and manages a list of Production tickets. This role also contributes to the organization's performance by helping customers to understand the product functionality and providing technical support, defect fixes, and proposed solutions in a timely manner in order for customers to meet their business goals. Communicates project status and initiatives to management.
This Role is critical to lead day to day operations of the NSST team with limited direction and oversight of the NSST manager. This spans production as well as maintenance, enhancements and corporate project initiatives. For production, this includes ensuring production issues are capture triaged, resolved and communicated timely and in line with customer expectations and ensure that processes are in place to mitigate negative impacts. For maintenance and enhancements and corporate project initiatives, the individual will assist with assignment of work for intake of ROMs and ensure timely submission and delivery of CSRs. The individual will collect and provide team status reports for NASCO and client reporting and ensure CSRs do not age in customer status and mentor individuals as needed.
Based on the importance of the client, an individual with NASCO and MA product experience is strongly preferred and should be located in MA for regular interactions onsite with the client.
Desired Knowledge, Skills, Abilities and Experience:
Required Training and Education:
NASCO is a Minority/Female/Disability/Vet/Affirmative Action Employer.