[5632] Testing / Support Level 1

Start date: ASAP
Location: Strasbourg, France - Hybrid (50% remote)

The purpose is to support the Member States during their Testing campaigns on 3 different systems.

Tools used are JIRA, RocketChat and qTest.

The activities are the following:
* Analyse the request;
* Analyse and discuss the categorisation of the ticket based on the fields available in JIRA (CBS, Priority, Type of request, Components) and within the limit of the Level 1 – Front Desk permission in ticketing tools;
* Provide a solution when possible and resolve the ticket assigning it back to the reporter;
* Feed the knowledge base (SOPs, FAQs);
* Monitor the resolution process and “chase” the resolution teams ensuring solution is completed within the SLAs;
* When no solution can be provided at Level 1, the Front Desk will assign it to a Level 2 depending on the nature of the demand and on the CBS:
- CBS Test Team when the request relates to Testing activities;
- CBS Technical Team when the request relates to environments, configuration or integration topics;
- CBS Business Team when the request relates to project details, ICD inquires or legal questions, CBS functionalities.

The candidate needs to have:
* Knowledge/Experience with Testing and ITSM tool (preferably with JIRA, Tosca, qTest, Rocket Chat).
* Good communication skills in English (Writing and Speaking)