Questionnaire Configuration Specialist

Job Description

The Questionnaire Configuration Specialist is responsible for analyzing, configuring, testing, and supporting electronic questionnaires used across Fragomen’s client-facing portals and internal systems. This role partners with legal teams, clients, and internal stakeholders to translate business requirements into secure, scalable questionnaire configurations that align with established standards and operational processes.

Key Responsibilities

Requirements & Configuration

• Collaborate with stakeholders to gather and clarify business and functional requirements, including leading discovery sessions as needed.
• Translate requirements into clear configuration specifications aligned with established build standards and maintenance strategies.
• Design and configure questionnaires to support business workflows and client needs.
• Create and maintain functional design documentation (configuration spreadsheets) for assigned requests.

Testing & Implementation

• Perform quality assurance testing on questionnaire builds.
• Coordinate and support User Acceptance Testing (UAT) activities with requestors.
• Partner with cross-functional teams (Onboarding, Application Support, Adoption, Development, Automation, etc.) to support successful implementation.

Support & Operations

• Manage assigned ServiceNow tickets efficiently, meeting defined SLAs.
• Provide Tier 2 support for questionnaire configuration issues and escalate to development teams when appropriate.
• Track, update, and communicate task status through established channels.

Communication & Continuous Improvement

• Draft user stories, process documentation and contribute content to monthly change communications for new questionnaire builds and updates.
• Identify risks, defects, and recurring issues; take appropriate action to resolve or escalate.
• Recommend efficiencies and process improvements to streamline configuration and delivery.
• Ensure all questionnaire configurations comply with company security, data privacy, and compliance standards.
• Perform other related duties within scope.

Qualifications & Experience

Required

• Experience using ServiceNow for incident and request management, and Jira for issue tracking and workflow coordination.
• Strong analytical and critical-thinking skills with high attention to detail.
• Ability to translate technical concepts for legal teams and other non-technical stakeholders.
• Strong written and verbal communication skills in English.
• Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment.
• Strong technical documentation skills (e.g., requirements, process documentation).
• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint).

Preferred

• Familiarity with Agile business analysis practices and methodologies.
• Experience with Form.io or similar form-building platforms.
• Experience creating PowerPoint presentations, process flows, and project status communications for stakeholders.
• Basic experience working with JSON.

All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.