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Application Support and Testing Manager

Job Title: Application Support and Testing Manager
Location: Eastleigh, Hampshire
Salary: c£30,000

Vocational Training Charitable Trust (VTCT) is a specialist awarding organisation (AO) and current market leader in the Hair and Beauty sectors.

Launched in 1962, it offers vocational and technical qualifications, including apprenticeships, in a range of service sectors.

More than 1800 approved centres work with VTCT, and the ever-expanding list extends across the UK, Ireland, and the rest of the world.

Its acquisition of the internationally recognised examination board ITEC and education technology specialists Digital Assess, in 2016, added to VTCT's specialist offering.

Reporting to the Head of ICT, the Application Support and Testing Manager is responsible for providing second line support, and ensuring a positive user experience for all VTCT applications by providing proactive, comprehensive and exceptional customer service.

This role is also responsible for defining, developing, applying, and executing tests for all VTCT internally developed or managed-development products.

In addition, this role acts as an interface between VTCT and the third party software suppliers, and to carry out systems testing for all upgrades and new developments.

The successful candidate will be based at our Eastleigh office in Hampshire.

Principal Responsibilities include:

Application Support

, Providing 2nd line support via phone, email or in person using the JIRA Application Support Service Desk
, Liaising with the other members of the ICT team regarding technical support issues and ensuring issues are resolved within the Service-Level Agreement (SLA)
, Producing SLA statistics for the Head of ICT to include in management updates
, Liaising with support personnel at the third-parties providing third-line support for all VTCT application to ensure prompt response and fix times
, Liaising with the Software Developers for all Wa'Daq-related support calls
, Communication with centres, where required, to resolve support calls

Testing Duties

, Working with the third-party development team and the ICT Software Developers to fully understand and contribute to product specifications and change requests
, Ensure new software meets user requirements and adheres to user experience, UI standards and within the specified parameters
, Testing, including production and execution of test cases
, Contribute to production of release documentation
, Identifying the target test items to be evaluated by the test effort
, Defining the appropriate tests required and any associated test data
, Gathering and managing the test data
, Evaluating the outcome of each test cycle and reporting issues to the relevant development team
, Regression testing critical systems when new versions or updates are released

The successful candidate will:

, Have GCSE grade C (or equivalent) in Maths and English or Level 2 Key Skills/functional skills/literacy/numeracy
, Have a recognised qualification in software testing, or equivalent experience writing test cases and test plans
, Have knowledge of testing and test-management systems
, Have knowledge of software development methodologies, automation testing, and load testing
, Have experience of working in a technical support / customer services environment
, Have excellent knowledge of Microsoft Office products
, Have knowledge of ticketing systems (Jira, Mantis, Bugzilla, Zendesk)
, Be aware of key business objectives, and ensure these are incorporated into all decisions
, Be able to develop effective relationships with all staff, and be recognised as providing a supporting role
, Be able to anticipate and understand customer expectations, and ensure customer requirements are met and expectations appropriately managed.

, Be able to build professional relationships with clients and centres, and focus on solving their problems
, Have good communication skills, both orally and in writing, with colleagues, clients and customers including producing reports
, Be able to contribute effectively towards the objectives of a team, and be able to share knowledge, ideas and information

Based in our Eastleigh office, this full-time post attracts a generous package of terms and conditions including 26 days holiday per annum and a group stakeholder pension.

Closing date: Sunday 28th March 2021
Interviews will be held in week commencing: 5th April 2021

The group of VTCT companies includes: the charity VTCT through which main Board business and governance is transacted; Digital Assess Software Ltd which is a wholly owned trading subsidiary of VTCT; and EMS Ltd, t/a ITEC, a wholly owned trading subsidiary of VTCT.

If you wish to apply for this exciting opportunity, please click apply and send us your comprehensive CV including full work and educational history.

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