Quality Assurance and Support Analyst

About the position

Reporting to the Senior Digital Engineering Manager, the Quality Assurance and Support Analyst (QA) will be a key contributor to the growing Engineering Team, supporting a strategic roadmap to create world-class digital experiences for our resort, hotel properties, and retail businesses. The QA and Support Analyst will hold our guest experience at the highest priority as they create an experience that honors our brand promise. The QA and Support Analyst responsibilities will include, but not be limited to business analysis, internal support for IT digital applications, and quality assurance. This position reports to the Senior Manager, Digital Engineering.

Responsibilities

• Provide second tier internal and external support related to Application Program Interface (API), integrated platforms, digital front and backend systems, and mobile app data integrations.
• Responsible for troubleshooting, stakeholder communication, vendor management, testing, documentation, and coordination among operations, digital, and IT resources.
• Create and execute comprehensive test plans, including functional, regression, and smoke testing.
• Manage the defect prioritization process and work with development team(s) to remediate said defects.
• Identify, log, and recreate defects and error reports.
• Define QA standards, methodologies, and processes to ensure consistent and effective testing across projects and teams.
• Review design specifications to understand the scope, requirements, and functions of the digital ecosystem.
• Write acceptance criteria, perform user acceptance testing of new features, participating in Agile development cycles.
• Create and maintain technical and integration documentation and training material for digital applications.
• Execute testing features of the mobile app, and occasional in-person troubleshooting or testing is required for check-in applications located throughout the resort.
• Monitor application performance under various conditions and recommend optimizations to improve stability and speed.
• Prepare and analyze internal and external quality reports and metrics for stakeholder review.

Requirements

• 3+ years of experience in QA, Technical Support, or similar is required.
• Proficient experience performing quality assurance in web, mobile and/or technical applications.
• Proficient experience with Jira or similar project management tool.
• Proficient experience with SQL queries.
• Proficient experience with API endpoint testing.
• Proficient experience managing vendors, including custom development and design firms.
• Knowledge of Agile (Scrum) methodologies is preferred.
• Familiarity with test automation and frameworks such as Selenium, Cucumber, SpecFlow Performance Profiler and Test Explorer.
• Basic understanding of DevOps.
• Ability to work with Digital Product Managers and Engineers to continuously improve digital applications and overall guest experience.
• Ability to assess and communicate opportunities and risks related to digital applications and make recommendations to optimize the platform appropriately.
• Ability to design, execute, and analyze performance and load testing scenarios to ensure system scalability and reliability.
• Excellent verbal and communication skills.

Benefits

• Salary range: $72,500 - $101,500.
• All salaried roles are eligible for bonus.
• Equal opportunity employer.
• Inclusion, equity, and diversity initiatives.