Fresh Jobs at Hogan Lovells

Purpose

Providing 1st line support to a globally distributed customer base via a variety of contact methods, including telephone, email and in person. The bulk of support is provided remotely using remote desktop tools and consists of logging incidents, service requests and resolving a high level of support requests at first contact, thus ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service demands.

Key Performance Areas and Accountabilities

Remote and Local IT Support

• Delivering outstanding quality for all contacts into the IT Service Desk, measured against Key Performance Indicators.
• Performing 1st line troubleshooting for the firm’s core systems and ensuring issues are accurately logged with the required information.
• Ensuring all support calls (emails and chats) are logged and managed through the service management tool in accordance with the agreed service level targets.
• Assigning incidents and requests to appropriate 2nd & 3rd line teams after all troubleshooting steps have been exhausted.
• Proactively managing updates to all parties with Incident/Requests statuses through to resolution.
• Identifying trends for support so improvements can be made by raising problem records or by sharing information with teams to help address any training needs.
• Meeting or exceeding defined quality and performance targets.
• Developing and updating knowledge base articles on a monthly basis to aid knowledge sharing and to drive a consistent and effective customer experience.
• Providing desk-side assistance to users locally where applicable.
• Acting in accordance with the Firms Information Security Policies and reporting any potential or actual Security events or other Security risks to the organisation.

Requirements Profile

Education

• Grade 12 or equivalent (NQF 4) - Required
• IT focused post-matric technical qualification/s (NQF 5/6/7) - Required
• ITIL Foundation - Recommended

Mental & Environmental / Legal Requirements

• Must be able to handle pressure, setbacks and a high level of stress
• Must be able to work to deadlines
• Must be able to maintain strict adherence to confidentiality policies
• Must be in a position to work weekends where required (falling within or outside of the weekly 45 hour shift roster)
• Must be capable of carrying heavy parcels (ie desktop and other IT equipment)
• Must have a clear criminal record

Experience

• 2 years' IT Service Desk support in a large corporate environment at Operational level - Required
• 2 years' demonstrated understanding of IT support troubleshooting and associated processes experience at Operational level - Required

System Skills

• Microsoft Office - Advanced (Required)
• Citrix - Beginner - Intermediate (Required)
• F5 or other VPN technologies - Intermediate - Advanced (Required)
• Windows 10 - Intermediate - Advanced (Required)
• Mobile device platforms and their backend management platforms - Intermediate - Advanced (Required)
• Laptop and Desktop hardware - Intermediate - Advanced (Required)

Knowledge and Skills

• Customer services experience working in an IT Service Desk within a large corporate environment
• Must have outstanding customer service with good active listening skills
• Reliable and open-minded with a passion to drive solutions
• Flexible and adaptable in accordance with the business demands
• Able to understand business needs and prioritise issues accordingly
• Ability to mitigate risks and manage issues to resolution
• Proficient English language skills
• A broad knowledge and interest in IT
• Supporting remote working, using Citrix and F5 VPN to troubleshoot authentication and connection issues
• Experience supporting Windows 10, laptops & desktops
• Supporting mobile devices Blackberry, Apple, Androids with admin experience on BES12 or MobileIron
• Advanced experience with Microsoft Office 2010 applications

Behavioral Competencies

• Ability to handle queries efficiently with diplomacy and tact
• Ability to follow instructions precisely
• Adapting and responding to change
• Delivering results and meeting business expectations
• Working with others
• Delivering through others

Additional Considerations

• Applicants must be South African citizens or have a valid South African work permit
• Preference will be given to Employment Equity candidates
• Preference will be given to candidates who are living with a disability

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Purpose

The IT Senior Quality Assurance Engineer leads, plans and executes the quality assurance activity for nominated products delivered by IT projects to the firm; ensuring that standards are adhered to, and that best practice is adopted.

Key Performance Areas and Accountabilities

Testing

• Taking ownership of testing services, leveraging assigned resources to ensure commitments are made on schedule and budget
• Managing third party resources engaged to perform various activities associated with QAS activities. 
• Accountable for assuring that scope of work and expectations of projects/stakeholders are aligned and that services provided by these third party resources meet Hogan Lovells standards within agreed to schedule and cost
• Reviewing requirements and specifications to plan and execute test scenarios verifying expected behaviours
• Working with Project Managers and project stakeholders to coordinate quality expectations, plans, and assurance resources for projects
• Building and mastering familiarity with business applications and IT products to ensure that an appropriate, measured approach is taken to quality assurance
• Developing, executing and maintaining test plans for IT products
• Executing quality assurance activity’s supporting process improvements including change control, release deep dives and knowledge sharing sessions
• Measuring, analysing and reporting on test activity
• Developing SQL test scripts to extract data so as to ensure product behaviour meets requirements
• Parse XML and other interface files to verify that interfacing systems can support the handoff and receipt of required data elements
• Other duties as assigned

Requirements Profile

Education

• Grade 12 or equivalent (NQF Level 4) - Required
• Bachelor’s degree in an industry-related field (NQF Level 7) - Recommended
• Certification in Quality Assurance, Six Sigma or similar - Recommended

Mental & Environmental / Legal Requirements

• Ability to undertake other activities/tasks as required
• A willingness to use initiative
• A collegiate, non-status conscious attitude
• Ability to take ownership of assigned projects
• Clear criminal record

Experience

• 8 years' Quality Assurance or related job function experience at Operational level - Required

System Skills

• MS SQL - Advanced (Required)
• XML - Advanced (Required)
• Team Foundation Server / Azure Dev Ops - Advanced (Required)
• Test Automation: Tool based, development languages and open source frameworks - Intermediate to Advanced (Required)

Knowledge and Skills

• Demonstrated understanding of quality assurance as it relates to IT projects and project management
• Experience in several application lifecycle management techniques including agile, waterfall and iterative development. Familiarity with ISO9000 and/or CMMI family of standards a plus
• Experience leading multiple project deliverables in parallel leveraging employee and contractor resources co-located and in distributed locations
• Experience managing third party QA resources engaged to provide services; defining and negotiating statements of work; and managing scope of work and costs during execution of projects
• Experience building or participating in a Testing Center of Excellence
• Demonstrated experience and understanding of MS SQL scripting and XML to support verification of expected results during validation
• Experience with test automation tools, language and frameworks a plus
• Excellent working knowledge of Team Foundation Server testing tools or similar
• Solid project management skills and communication skills
• Ability to build consensus across teams
• Experience with report configuration in PowerBI a plus
• Knowledge of technology solutions in the legal industry a plus
• Test tools architecture and development background a plus

Behavioural Competencies

• Ability to handle queries efficiently with diplomacy and tact
• Strong collaboration skills
• Excellent time management and organizational skills
• Proven ability to communicate at all levels
• Confident to make independent decisions
• Embraces and supports the wider organizational vision
• Ability to remain calm and focused in high pressured situations
• Strongly task-driven, thinks outside of the box and can multi-task
• Ability to follow instructions and meet expectations precisely
• Adapting and responding to change
• Strong work ethic with an inherent sense of urgency
• Delivering results and meeting business expectations
• Working with others
• Delivering through others

Additional Considerations

• Applicants must be South African citizens or have a valid South African work permit
• Preference will be given to Employment Equity candidates
• Preference will be given to candidates who are living with a disability