CAREER PORTAL

ACE Digital Solutions Support Lead

ACE Digital Solutions Support Lead
Primary Duties : The Digital Solutions Support Lead plays a critical role in bridging the gap between end-users and the development team. This position is responsible for managing user requests, drafting requirement specifications, overseeing Jira ticket workflows, and supporting development, implementation and lifecycle management processes. The ideal candidate is detail-oriented, organized, and possesses strong communication and technical skills.

  Responsibilities include but are not limited to:

• User Interaction and Support

• Manage and respond to user requests, ensuring timely follow-up and resolution.
• Organize and categorize incoming requests for efficient processing.
• Draft comprehensive User Requirement Specification (URS) documents.
• Create and manage tickets in the Jira backlog.
• Troubleshoot user-reported issues and document bugs in Jira.
• Oversee hyper care activities post-deployment to ensure smooth transitions.
• Coordinate and support update management, including testing and deployment scheduling.

• Jira Ticket Management

• Maintain consistency and organization across all Jira tickets.
• Establish and enforce standards for ticket labeling, formatting, and categorization.
• Monitor ticket lifecycle to ensure timely updates and resolution.

• Implementation Support

• Prepare communications announcing new solutions and feature updates.
• Develop user guides and instructional materials.
• Provide hands-on assistance and tutorials to end-users.
• Act as a liaison between users and the development team to relay feedback and issues.

• Development Collaboration

• Conduct testing to validate solutions against user requirements.
• Develop and refine SoftMax protocols to be used in automated dataflows.
• Draft GxP documentation, including Detailed Design Specifications.

• ACE Resource Management

• Add and maintain content in the ACE Confluence knowledgebase.
• Add and maintain SharePoint content such as the ACE Digital Solutions catalog.

Education and Experience Requirements:

• Bachelor’s degree in Information Systems, Computer Science, or related field (or equivalent experience).
• Proven experience in user support, technical documentation, and Jira ticket management.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication abilities.
• Familiarity with software development lifecycle and agile methodologies.
• Experience with Jira and Confluence is highly desirable.

Key Sk ills, Abilities, and Competencies :

• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills with attention to detail.
• Experience in drafting technical documentation and user guides.
• Understanding of testing protocols and deployment coordination.

Estimated Min Rate: $35.00
Estimated Max Rate: $50.00


What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

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