NEXDOM healthtech

Analyst

• Work closely with development and product teams to ensure the quality of deliverables throughout the entire development lifecycle
• Plan, design, and execute functional, regression, and automated test scenarios and cases
• Develop, enhance, and maintain automated tests for web applications, APIs, and integrations
• Identify, document, prioritize, and track defects through resolution
• Actively participate in Agile ceremonies, contributing a quality perspective from the initial definition of requirements
• Support the definition, implementation, and continuous improvement of QA strategies, processes, and best practices
• Conduct impact analyses and support acceptance testing processes across different environments
• Collaborate with developers, business analysts, and other stakeholders to ensure highly reliable and high-performing deliverables
• Drive continuous improvement of testing processes, product quality, and the end-user experience

Senior Quality Analyst

• Create and maintain up-to-date technical documentation for systems and applications, including user manuals, installation guides, technical specifications, and diagrams
• Support Development and QA teams in organizing and standardizing documents related to the software development lifecycle
• Participate in meetings with cross-functional teams to understand system requirements and functionality
• Ensure documentation aligns with best practices in usability, accessibility, and technical compliance
• Conduct textual and structural reviews of documents produced by other departments
• Organize and version documents in internal repositories, such as Confluence and SharePoint
• Support the creation of content for training sessions and technical presentations

Technical Documentation Analyst – Junior

Supervisor

• Supervise and guide the Support team, ensuring that support activities are carried out in accordance with established SLAs, priorities, and quality standards
• Plan and organize the demand workflow based on criticality, business impact, priority, and the team’s operational capacity
• Monitor and analyze performance indicators, such as SLA, response and resolution times, backlog, ticket volume, productivity, resolution rate, and customer satisfaction
• Identify deviations, bottlenecks, recurring issues, and the operation’s main performance drivers, establishing and monitoring action plans to improve results
• Coordinate the response to critical incidents, escalations, and situations with greater customer impact
• Ensure the involvement of the necessary teams and appropriate communication during incidents
• Ensure the proper escalation and follow-up of requests directed to other support tiers, Application Support, Infrastructure, or other responsible areas
• Manage conflicts and situations involving customer dissatisfaction
• Ensure the application of support best practices and ITSM processes, especially incident, request, and problem management
• Promote standardization and continuous improvement of support and service processes
• Ensure the creation, updating, and use of the team’s knowledge base, procedures, and documentation
• Manage the team by monitoring performance, providing ongoing feedback, offering guidance, and supporting technical and behavioral development
• Work collaboratively with Services, Application Support, and Infrastructure teams to identify and address the root causes of recurring issues
• Monitor customer satisfaction indicators and promote initiatives for continuous improvement of the support experience
• Prepare and present analyses and information on operational performance, risks, trends, and improvement opportunities
• Support initiatives and projects aimed at improving services, processes, and the customer experience

Senior Quality Analyst

Technical Documentation Analyst – Junior

Support Supervisor