Premier Support Knowledge Management Lead Software Engineer
Asurion - Nashville, TN

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1301857

Description

Premier Support Knowledge Management Lead Software Engineer is the software development lead responsible for the architecture of the Knowledge Management application and technical components supporting the PS business unit.

The application scope includes packaged software, custom developed software, Software as a Services (SAAS) and services based integration to other internal systems that enable Asurion’s highly skilled Technical Support associates assist customers to solve technical issues with their mobile devices.

The software solutions delivered by this team are for global call center operations supporting diverse clients operating in many countries in Europe, North America and Asia.

The position reports to the Director of Premier Support Application Development and Delivery.

The Lead Software Engineer is a technical expert in multiple relevant Knowledge Management and CRM technologies, important experience includes:

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Experience in Knowledge Management software in a customer service call center environment (Kana Knowledge Management, Oracle Knowledge/InQuira, Rightnow, etc.), experience within a technical support environment beneficial

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Java and based development technologies (Java, JavaScript, HTML5, CSS3, XML/XSL/XSLT, SQL, REST, jQuery, Web services)

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Functional knowledge of MQ/Tibco, and other middleware and Messaging products

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Mobile Development (Android, iPhone, Windows Mobile, Blackberry) experience for mobile user experience

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Experience leading software development lifecycle methodologies, both traditional (e.g., MSF, Waterfall) and agile (e.g., Scrum, TDD< Extreme Programming, Kanaban)

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Experience designing, implementing and measuring code review and quality initiatives

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Expert in diagnosing and solving complex problems, providing detailed technical analysis, and recommending solutions

Primary Responsibilities:
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Establish visionary direction for Enterprise Knowledge Management technology solutions for customer support, sets standards and designs enterprise solutions and communicate vision to IT management

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Handle complex problems and provides leadership to resolve issues, design and implement quality solutions

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Ensures that all code meets or exceeds goals established for coding standards, maintainability, security, quality, and performance

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Establish and ensure that all processes and practices have the appropriate metrics to ensure teams are delivering quality solutions and are able to measure continuous improvement

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Establish processes and implementation strategies for automated unit test cases to validate defect-free code

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Understand business requirements and deliver effective solutions that meet the business demand

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Develop substantial knowledge and proficiency in the business processes that drive the Asurion’s systems

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Roll up the sleeves and develop effective, maintainable code in a timely fashion

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Shows a strong attention to development detail, produces high-quality code

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Works with Business System Analysts and Software Testers to ensure quality code that meets functional requirements

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Collaborates with peers to develop and set overall strategic and directions

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Envisions and sets standards, advises IT management on future projects, and designs solutions to complex problems.

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Facilitate, coordinate and communicate technical solutions for approved Projects, system improvements, and ad-hoc or emergency requests.

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Collaborate with Enterprise Architecture teams on solution architectures for PS related projects and to keep technical assets in sync with EA’s architecture requirements

Qualifications

Qualifications:
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Bachelor’s degree in Computer Sciences, Engineering, or related field (an equivalent combination of related education, training, and experience may be considered).

Masters Degree preferred.

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6+ years software engineering experience, preferably in one or more of the following industries (or combination thereof):

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Enterprise Software Industry

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Telecommunications Industry

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High Technology Industry

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Systems Integrator Industry

Skill in diagnosing and solving complex technical problems

Expert understanding of SDLC processes

Driven by team success and a high sense of urgency

Ability to work closely with the business to achieve full potential goals

Self-motivated, acting autonomously with little direction

Comfortable in a fast-paced environment

Job

IT

Primary Location

US-TN-Nashville - 2nd Avenue South TP Center

Organization

SVP_IT

Asurion - 17 months ago - save job
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For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to...