Fragomen is looking to hire a dynamic Questionnaire Configuration Coordinator to join our talented Client Engagement team in our Technology & Innovation Lab in Pittsburgh, or in our Global Corporate Headquarters office in Matawan, NJ.
The Questionnaire Configuration Coordinator will be tasked with analyzing, tracking and executing both questionnaire and client satisfaction survey configurations, within separate web-based applications. Overall responsibilities include client facing communications, configuration specification gathering and implementation, requirement/data analysis and validation of process.
What does a Configuration Coordinator do at Fragomen:
Communicate with stakeholders to obtain and understand the business requirements (both Questionnaires and Surveys)– gather and hold discovery sessions as needed to truly comprehend the end desire/purpose of the request. Convey our build standards and process to guide stakeholders and develop a partnership in this endeavor.
Define and analyze functional requirements and configuration specifications.
Design the questionnaire to meet business, technology and maintenance needs.
Develop functional design document (configuration spreadsheet) for each request.
Collaborate with senior management to ensure that functional designs are executed correctly while still meeting build standards.
Conduct QA. Prepare communication plan to have requestor complete UAT.
Partner with other departments as needed for a successful implementation.
Address all help desk tickets quickly and efficiently, typically within 48 hours.
Troubleshoot any issues with regards to questionnaire configuration. Escalate to development if needed.
Report status of all tasks through various communication channels.
Draft change announcements describing the new builds and what has changed in existing questionnaires.
Create survey result reports on a monthly/quarterly basis as requested.
Identify preventable issues and take proper steps to resolve or escalate to resolution.
Determine and recommend efficiencies/process improvements to streamline processes.
Ensure any questionnaire and/or survey complies with all Fragomen security/data privacy standards.
Other duties as needed.
Let’s talk if you have:
Previous work experience in IT, support, customer service or IT analytics preferred.
Highly analytical and able to understand the business need.
High attention to detail.
Ability to solve problems, identify solutions, and appropriately escalate issues, required.
Excellent communication, customer service and time management skills.
Ability to learn new tasks and deliver results with reduced turnaround times.
Ability to work under pressure and meet scheduled deadlines.
Strong technical aptitude with the ability to learn new applications / concepts quickly.
Ability to explain technical processes to legal teams, other departments as needed.
Microsoft application suite knowledge.
Able to take ownership of assignment and see it through to real impact.
A self-starter who’s comfortable working autonomously.
Available after-hours/off-hour or on-call for hyper care post migration, if needed.
Additional knowledge in the following areas would be beneficial: