This is a consultancy role at American Arbitration Association. The American Arbitration Association (AAA), is a not-for-profit organization with offices throughout the United States. For over 90 years, the AAA has served the public as a not-for-profit organization dedicated to helping individuals and businesses resolve disputes through the effective use of arbitration and mediation. AAA's commitment to integrity, confidentiality, and neutrality make them the preferred provider of alternative dispute resolution services; their dedication to the public good, their customers, and their employees make them an employer of choice.
Overall Position Description:
The American Arbitration Association (AAA) is seeking an Online Services Coordinator in their New York No Fault division. The Online Services Coordinator serves as a liaison between business operations, IS department and outside vendors; recommends enhancements/additions for web-based technology services and for updates to the New York Insurance Case Management (NYICMC) website; and supervises the Customer Support team and provides training to both external and internal parties.
Maintains detailed knowledge of current and planned builds. Knows status of requirements gathering, development, and QA activities for all planned and in progress builds.
Works with management to create running 1 year plan for major releases. Tracks progress towards plan, with periodic reviews with management on status and confirmation of priorities. Adjusts plan as needed as business needs change.
Develops an end-to-end understanding of the Case management tool, with an understanding of how changes in one area can impact another. Thinks critically about requested changes and their impact across other functional areas.
Acts as an available resource within the Center for application related information and questions (i.e. ADR Center, PRISM, MS Office, etc.) and provides troubleshooting support user issues and escalate to IS Department or vendor, if needed; Conducts User Acceptance Testing (UAT) for new system modules and provide detailed test results
Meets with users to perform requirements gathering sessions. Writes detailed functional requirements documents to help ensure that the business user’s needs are clear. Obtains sign off from the business users confirming their needs have been accurately captured.
Review requirements and create test scripts to validate delivered functionality works as expected. Considers both upstream and downstream system impacts when creating scripts, to help ensure other functional areas are not negatively impacted by the change.
Works closely with the vendor to translate business needs in system requirements. Uses both Functional documentation and test scripts to help the vendor understand the needs and expectations of system behavior.
Works with customer service/QA team to understand upcoming builds, and plan QA testing. Helps guide and direct staff in general QA concepts and manage quality components of all releases
Weighs importance of issues and escalates to appropriate parties such as the Center’s Senior Management personnel.
Provides internal and external users with training on the ADR platform and contributes to program manuals in accordance with established no-fault regulation guidelines and AAA processes; Develops and updates internal/external training materials when system enhancements or changes are implemented.
Troubleshoots ADR (Alternative Dispute Resolution) system issues.
- To be eligible, you must be a Veteran with an honorable discharge and served in the military post 9/11 (or currently serving in the Guard/Reserve)
- Education & Experience:
- Bachelor’s Degree in Computer Science or related technology field OR
- 3-4 years of relevant experience in the technology field OR
- An equivalent mix of education and experience;
- A strong understanding of the System Development Life Cycle (SDLC) and various methodologies to support the SDLC'
- Knowledge of Business Analyst principles and best practices a plus;
- Knowledge of Quality Assurance principles and best practices a plus;
- PMP certification or similar certification a plus.
- Communications Abilities:
- (Verbal) Expresses oneself clearly in conversations and interactions with others; tailors speech to the level and experience of the audience; uses appropriate grammar and choice of words; expresses ideas in a concise, organized manner; maintains eye contact when speaking with others;
- (Written) Expresses oneself clearly and concisely in writing; tailors written communications to effectively reach an audience; uses graphics and other aids to clarify complex or technical information; spells correctly; writes using concrete, specific language; uses punctuation correctly; writes grammatically.
- Mathematical Skills:
- Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions and decimals;
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs;
- Ability to understand and interpret statistical reports, data charts and graphs.
- Ability to travel periodically (10%) to customers, training events, and other offices and conferences.
- Highly organized;
- Leadership (ability to lead and manage teams);
- Ability to interpret and communicate concepts between different groups (business and technology);
- Ability to break down complex problems and develop a plan to manage individual components while accomplishing the overall objective;
- Ability and desire to learn new concepts and technologies to understand why things work as they do.
- Ability to earn certifications in one, or more, of the following:
- Project Management
- Business Analysis
- Quality Assurance
- Full-time/immediate availability (37.5 hours/week)
- New York, NY (Financial District)
- $23.00/Hour (Plus Benefits)