BCT Partners - Senior Technical Support Specialist

About BCT
We solve complex social problems, transform lives, accelerate equity and create lasting change.
BCT is a management consulting firm that tackles complex social problems through data analytics, equity-centered solutions and program management. We believe complex issues are best solved through collaboration. As a result, we employ a multidisciplinary approach that combines domain expertise, research, evaluation, technology, organizational development, and a passion for change.
To learn more about how we live our values of Ubuntu (“I am because we are”) and our mission to harness the power of diversity, insights, and innovation to transform lives, accelerate equity, and create lasting change, go to our website and follow us on social media.
https://www.bctpartners.com/

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Who We're Searching For: Could It Be You?

The Senior Technical Support Specialist works closely with clients, partners and BCT colleagues, studying current systems and practices, eliciting requirements, providing analyses, designing solutions, and supporting delivery. The incumbent performs detailed data analyses, provides direct support to the client and coordinates with the client and project team during maintenance phases. This role supports the development and execution of test cases, defect management and test reporting for the client systems, supporting all phases of the testing life cycle. The Senior Technical Support Specialist also functions as a subject matter expert, providing technical assistance (TA) to all users, attending meetings in the Project Manager’s absence and collaborates on other projects within the organization and cross-functional teams within BCT.
The Senior Technical Support Specialist will be working with our client, the US Department of Labor (DOL), Employment & Training Administration (ETA), Senior Community Service Employment Program (SCSEP). For more details about our client, please see the information at the bottom of the posting.

How You Contribute to the Team:

Business Analysis 

• Manage multiple competing priorities through effective organization and communication. 

• Elicit, organize, and document requirements; analyze specifications; generate recommendations. 

• Conduct gap analysis between application and stated customer requirements and collaborate with Architects and Developers to estimate project impact. 

• Test business processes and recommend improvements. 

• Provide subject matter expertise where applicable. 

• Develop prototypes and refine solutions based on feedback from the client. 

• Develop and provide training materials to clients. 

• Document solutions. 

Data Analysis 

• Gather, view, display, and analyze all forms of data in detail. 

• Extract data using special tools and software (ex. SQL, Access). 

• Analyze data sets to respond to data related queries. 

• Performing analysis to assess the quality and meaning of data. 

Systems Support and Maintenance 

• Maintain transparency with the client through a wide range of mediums including but not limited to video conferencing, email, project documents and materials, and telephone 

• Provide support to client related to user access issues, site updates, and other technical issues during the maintenance phase of a project; coordinate with others on the project team while proactively keeping the client updated on progress. 

• Attend meetings in the Project Manager’s absence. 

Testing 

• Analyze user stories / requirements and identify gaps as needed. 

• Conduct QA testing based on test plans and scripts. 

• Reporting and documenting technical issues 

Technical Assistance 

• Provide technical assistance, technology assistance support and customer service to users, clients and other project stakeholders.

• Manage Help Desk inquiries (including troubleshooting technical errors); maintain tracking logs. 

• Document, track and resolve any technical issues with the existing management system. 

• Assist users with generating performance reports.

• Assist users with resolving invalid data issues while also proactively working to avoid future invalid submissions.
• Ensure proper closeout of data submissions for each fiscal quarter and fiscal year. 

Perform these and other reasonable tasks as assigned by management in support of BCT’s goals and objectives. 

What You Bring to the Table:

• Bachelor’s Degree from an accredited university or college, with a preference for a degree in Computer Science, Computer Engineering, or a related field. 

• Advanced knowledge of database applications and/or relational databases such as Microsoft Access, Microsoft SQL Server, and Oracle; advanced knowledge of database records, database tables and database fields 

• 4 to 7 years relevant professional experience in a technical, statistical, or data-centric role; software testing and data analysis experience desired. 

• Proven analytical, problem solving and troubleshooting ability. 

• Ability to conduct research, analyze data, generate summaries, and create presentations from report summaries and other resources. 

• Familiarity with Software Testing Life Cycle (STLC) and Agile testing desired. 

• Strong organizational, administrative and project coordination skills with an exceptional attention to details and the ability to effectively manage multiple priorities and meet tight deadlines.

• Proven ability to communicate effectively when speaking and in writing, produce high quality written products such as memoranda, presentations, and correspondence, and exercise sound judgment.

• Asks questions to gain clarity, welcomes the input and decisions of others and supports change.

• Strong interpersonal skills, with the proven ability to collaborate and build relationships with staff, clients, remote colleagues, supervisors, and others.

• Able to, both independently and collaboratively solve problems and make decisions. 

• Computer, Internet and general proficiency with Microsoft Outlook, Word, Excel and PowerPoint; experience with MS Teams, SharePoint and Monday.com a plus. 

• Knowledge of an experience with the Senior Community Service Employment Program (SCSEP) or Older Americans Act Performance System (OAAPS) is a plus. 

Now that you’re familiar with the position, we encourage you to apply. Many of our top candidates don’t meet every qualification, and if that’s the case for you, we still want to hear from you!
BCT offers a competitive total compensation package that, for this position, includes base salary with a starting annual range between $95,000 and $105,000, along with a generous benefits package. BCT’s benefits include heavily subsidized medical, dental and vision coverage, fully vested 401k plan with company match, company paid life and disability insurance plans, paid family leave, and a plentiful paid time off policy. 

This is a remote position, located in any of the fifty United States or Washington, DC. BCT Partners works primarily on Eastern Time, though we do have staff in all four time zones. We support and encourage a strong staff community, leveraging virtual communication tools and collaborative work practices. The African philosophy of Ubuntu (“I am because we are”) is an overarching value that influences our leadership and interactions.  

Our Client 
The US Department of Labor (DOL), Employment & Training Administration (ETA), Senior Community Service Employment Program (SCSEP).  SCSEP is a community service and work-based job training program for older Americans that provides support for low-income, unemployed seniors. SCSEP participants gain work experience through a variety of community service activities with public and non-profit agencies, including schools, hospitals, day-care centers and senior centers. This training serves as a bridge to unsubsidized employment opportunities for participants. To the manage the delivery of services across the ecosystem of grantees, subgrantees, participants, and federal partners, this program has developed a core information management system (SCSEP Performance and Results QPR System - SPARQ) to track, monitor, and report its performance. BCT is the contracted technical assistance and performance management provider to the federal government. We provide technological support of legacy systems, policy interpretation, performance reporting, and assistance in the design of future systems (e.g. Content Management Systems - CMS)