StandardSalary : Competitive
KEY PURPOSE OF ROLE
As a customer test associate, you make sure your part of the Openreach services on EMP is tested and deployed to a high standard for our customers.
You do this by providing technical expertise and software testing skills to support our customers and stakeholders in the successful consumption and deployment of releases.
You organise work and resources to achieve your goals. You also contribute to the wider team’s success and get involved with limited strategic elements of the hub.
the core activities AND outputs expected of the role, regulatory & legal requirements)
You keep your knowledge up to date with respect to understanding the main products and services for Openreach. This means you know how they are ordered, how faults are fixed, how multiple products fit together, and understand some of the field engineer’s role.
You prepare for testing according to local procedures. It’s likely to include understanding requirements, preparing test packs, running pre-
release testing to baseline results, and attending preparatory meetings.
You execute release testing in either pre-deployment or post-deployment phases. It can be on software models, simulations or on the live network.
You help resolve queries / issues raised by our customers. This includes dealing quickly with incidents, requests for help and understanding service requests and change management.
You also help prevent similar problems happening again for us and our customers.
You use local processes and guidance for managing defects. This will include systems and tools to use, stakeholders to update, information to manage, and people to follow-
up with to make sure they get fixed as soon as possible.
Communication : you tell everyone that needs to know what’s happening, if there are any escalations, actions or concerns, and provide regular reports as required.
This includes reporting on team performance measures as required.
You’ll get involved with the management reporting and this will need to be done to a high standard.
You help with devising and implementing all relevant parts of the test strategy and transformation to make testing better for our customers.
You provide normal customer testing and support during weekdays and on a rota basis for weekend and out of hours. You cover IST hours, UK hours or a mixture of the two depending on operational reqirements.
You may be involved in wrap-around tasks like putting customers onto or taking them off the testing environments.
You help with continuously improving how the team delivers for our customers
You works with others regardless of who or where they are in BT.
You help others to achieve their objectives.
You robustly manage your own performance
Authority, decision making and independence :
Takes accountability for their work, and that of the team. This means taking decisions for the short and long term with our customers in mind.
Nature of the work
Detailed and high impacting technical work
Customer testing can be the point of entry for customers taking our services for EMP.
You need to understand what matters to our customers and to our business.
Highlight key risks / issues and improve activities to manager.
Nature of the problems
Effective stakeholder management
Complex technical situations
Flexible working hours including weekends
Customer relationships and expectations
Communication skills need to be high
Measures of Success / KPIs
Meets the requirements of this job description
Local KPIs for operational and transformational programmes
High level communication skills
Effective Incident Handling
Problem management and RCA’s
Will be a valuable contributor to team’s performance and will drive improvements in this performance.
On a regular basis capture feedback and demonstrate the changes made in response to this feedback.
Recognised as people who delight’ customers, colleagues and peers
Nature of Internal / External Interaction
Works well with everyone they need to.
Anticipates customer and stakeholder needs.
Resource (Financial and People)
No Budget responsibility
Manages risks, issues and dependencies.
No people management directly.
Transformational Change Accountabilities
Helps to deliver the change objectives for the unit
Explores change positively and works to implement it even if it’s not what they personally agree with
Identifies opportunities for improvement and change within their own work area and champions implementation
SKILLS, QUALIFICATIONS AND EXPERIENCE
Desirable Skills / Experience :
Software testing experience of 1.5 / 2yrs minimum, preferabley in telecoms, definitely in complex environment
Knowledge of : software testing, functional or non-functional test analysis, agile testing, defect management, automation.
Incident and change management (Bridge / HPSM)
Experience of working directly with customers
Test data management for stubs and harnesses an advantage
Desirable : understands the interfaces with Testing Teams, Design teams for functional knowledge of EMP, feeding in and driving through improvement initiatives and strategy.
Management experience withing a complex software testing environment
Tools : HP quality center, QTP.
Working in a multi-vendor environment.
Planning and scheduling
Will depend on experience and any speciality required.
Must have a bachelors degree in a relevant engineering subject, and pass mark of above 60%
ISTQB foundation in software testing is an advantage