.Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.PURPOSE OF THE ROLEUnder the general direction of the Director of Client Services, the QA Specialist and Technical Operations candidate will build on existing testing and operational processes to support internal and external customer interactions with Client Services tools. This includes third-party customer relationship management (ServiceNow) software, telephony infrastructure (3C Logic), and other internal and external software. The role requires developing, executing, and measuring features developers prepare for use by customers. The candidate will identify opportunities for collaboration with internal and external parties to support business objectives and the tools roadmap. Additionally, they will handle escalated customer questions from internal stakeholders regarding anomalies or operational requests from internal customers.Essential Functions / Key Areas of ResponsibilityDevelop, implement and execute test plans and test cases to measure existing functionality.Deploy additional test plans and test cases as additional features are introduced to the ecosystem.Track any defects, document them and work closely with developers and the scrum master to bring them to resolution while communicating to key business stakeholders.Perform routine operational tasks including but not limited to adding users, editing users, running reports, and changing user roles.Create and maintain documentation that supports operational processes and/or work instructions in support of the routine operational tasks.Create and manage a program to identify, recommend, and act on improvements to our testing process and methodologies.Collaborate with internal teams and external partners to enhance the effectiveness and efficiency of our QA program.Review and edit articles that are submitted for publication to assess grammar, tagging for efficient searching, and spelling.Define and follow a template to create and maintain detailed test cases for existing functionality and a process to build new ones as additional functionality is added.Field questions from internal stakeholders related to the application performance, user access, and retain ownership of resolution while escalating to other internal stakeholders until a solution is reached