VAXCARE LLC

Role Description As a QA Analyst on our Inventory Team, you will be responsible for manual testing across front-end UI, back-end integrations, APIs, and complex data workflows for both new and existing features. Our team develops and maintains the systems that manage and track millions of dollars in vaccine inventory from ordering to administration. These applications are foundational to the VaxCare service offering, ensuring our 5000+ supported clinics are always properly supplied so they can focus on patient care. This role is ideal for a rock-solid QA professional who is passionate about: - Building a team culture founded on trust, collaboration, and delivering excellence. - Asserting meaningful quality through comprehensive testing and championing high standards throughout the SDLC. - Testing data-rich domains and complex, integrated back-end systems. - Treating quality assurance as a craft, not just a job. - Authoring clear, complete, and well-structured test plans and test cases that validate end-to-end behavior. Qualifications - 3-5+ years of manual QA experience, covering both front-end UI testing and back-end testing. - Strong proficiency in test case management, test execution, and defect/bug reporting and tracking. - Extensive experience testing complex, integrated software solutions involving data flows, mult-service interactions, and operationally critical workflows. - Strong proficiency in: - UI testing, validating design, usability, and workflow correctness. - Database testing, using SQL for data validation. - API testing (REST/SOAP), using Postman or comparable tools. - Solid understanding of software development lifecycle (SDLC) and Agile methodologies. - Excellent interpersonal and organizational communication and collaboration skills; able to work effectively with engineers, product managers, and operational teams. Requirements - Must be able to work 8:00 AM – 5:00 PM EST. - Must be comfortable turning your camera on during meetings to support teamwork, transparency, and communication. - Must demonstrate ownership of feature quality end-to-end and proactively advocate for quality throughout the team. - Strong analytical and problem-solving skills with exceptional attention to detail. - Intellectual curiosity to deeply understand the business domain and identify opportunities to improve quality. Benefits - Dependability – Must be able to meet deadlines, work independently, maintain focus, be punctual and have a good attendance record. - Interpersonal Skills – Builds strong relationships & contributes to a positive work environment. - Computer Skills – Skilled with computers, learns new tools quickly. - Ethics – Honest, accountable, maintains confidentiality. Physical Requirements/Work Environment - Prolonged sitting or standing: Employees must be able to remain in a stationary position for extended periods, as much of the work involves sitting at a computer or workstation. - Repetitive motions: Significant use of the hands, wrists, and fingers is required for tasks like typing, using a computer mouse, and handling paperwork. - Visual acuity: The job requires the ability to view a computer screen and read documents for extended periods. - Communication: Employees must be able to clearly express and exchange ideas in English to effectively communicate with customers and co-workers. - Occasional lifting: Many office-based jobs specify the ability to occasionally lift or move up to 10–20 pounds to handle supplies or equipment.

Role Description The Application Operations Specialist provides operational support for VaxCare's applications, partnering closely with the Development, Revenue Cycle Management, Customer Care, Onboarding, Implementation, and Inventory Capital Group teams. This role focuses on efficient issue triage, accurate documentation, cross-team communication, and continuous process improvement to deliver timely and effective resolutions and answers. Essential Responsibilities - Operational Support & Issue Management - Triage and resolve application-related issues using established Level 2 runbooks. - Gather accurate technical and business information to support troubleshooting. - Escalate complex or non-runbooked issues through defined development and operations channels. - Support incidents, maintenance requests, and go-live activities as needed. - Investigate data and application issues using SQL and telemetry tools (e.g., KQL, Datadog). - Documentation & Process Improvement - Author and maintain Level 1 support documentation for Customer Care and Level 2 runbooks for Application Operations. - Document workflows, role responsibilities, and operational procedures to ensure consistency and repeatability. - Contribute to documentation of sprints, tooling audits, and other operational initiatives. - Collaborate with development and stakeholder teams to identify and implement process improvements. - Collaboration & Communication - Serve as a proactive liaison between internal teams, partners, and stakeholders. - Build and maintain trusted working relationships across technical and operational teams. - Advise internal partners on application use cases, configurations, and best practices. - Support onboarding, implementation, and Product Support teams during partner go-lives or new feature releases. - Operational Excellence - Manage assigned tickets and projects with strong attention to prioritization and follow-through. - Take ownership of issues from intake through resolution or proper handoff. - Flex into additional projects or initiatives as capacity allows. Qualifications - 1–2 years of experience supporting applications, systems, or UI/UX processes. - 1–2 years of hands-on experience writing and executing SQL queries (MSSQL). - Experience with support and development tools such as Microsoft Office, Postman, Jira, Salesforce, Power BI, Visual Studio Code, or similar. - Familiarity with logging, monitoring, or reporting tools (e.g., Datadog, SSRS, Application Insights). - Educational background or demonstrated interest in Computer Science, IT, Information Systems, Business Administration, or completion of a relevant bootcamp or certification. Preferred Skills and Attributes - Strong analytical and troubleshooting skills with a customer-focused mindset. - Ability to work effectively with cross-functional teams including development, product management, BA, and QA. - Clear written and verbal communication skills. - High level of ownership, accountability, and initiative. - Strong organizational and time-management skills. - Strong drive to create functional, repeatable processes for operational improvement. - Healthcare industry experience is a plus. Other Responsibilities - Remote Work Requirements - Must be able to perform job duties independently with minimal supervision. - Must have private, distraction-free workspace suitable for confidential and focused work. - Must have reliable high-speed internet to support video conferencing and regular computer use. - Must be comfortable being on camera for Microsoft Teams meetings/video conference calls. - Must be willing & able to travel on-site in Orlando, Florida at least 2x per year (Travel expenses reimbursed by VaxCare). - Physical Requirements/Work Environment - Team members must be able to remain in a stationary position for extended periods, as much of the work involves sitting at a computer or workstation. - Significant use of the hands, wrists, and fingers is required for tasks like typing, using a computer mouse, and handling paperwork. - This job requires the ability to view a computer screen and read documents for extended periods. - Team members must be able to clearly express and exchange ideas in English to effectively communicate with customers and co-workers. - Many office-based jobs specify the ability to occasionally lift or move up to 10-20 pounds to handle supplies or equipment.

Role Description The Escalation Manager is responsible for end-to-end ownership of technical integration escalations for health system partners. This role operates within the Integration Solutions & Oversight group and reports to the Manager of Technical Partnerships. - Central coordination point for complex, multi-threaded technical issues. - Partners closely with Technical Project Managers to manage, prioritize, and drive resolution of integration-related fixes. - Active monitoring of go-live chats, emails, and calls to capture issues and drive resolution. Essential Responsibilities - Technical Escalation Ownership & Oversight - Primary owner for all go-live/post-go live technical and integration related escalations. - Track, prioritize, and drive resolution of integration-related issues and defects. - Maintain visibility into Integration Engineer progress and deployment readiness. - Initial Technical Triage & Investigation - Perform initial triage on reported integration issues prior to Engineering engagement. - Use working-level SQL to validate data flow issues and identify missing, delayed, or malformed records. - Cross-Team Coordination & Routing - Coordinate closely with Health System Project Managers to surface non-technical blockers. - Drive appropriate escalation and leadership visibility when progress stalls. - Go-Live Monitoring & Real-Time Issue Tracking - Actively monitor go-live chats, email threads, and live calls. - Maintain a centralized technical escalation tracker with clear status, owners, impact, and next steps. - Execution, Risk Management & Decision Support - Drive alignment and urgency across Integration Engineers and Technical Project Managers during live escalation scenarios. - Support go/no-go decision-making by clearly articulating technical risk and mitigation status. - Post-Go-Live Follow-Through & Continuous Improvement - Ensure all technical escalations are fully resolved or transitioned to steady-state ownership. - Identify recurring technical failure patterns, integration risks, or process gaps. - Integration Operations Flex Support - Provide flex support to the Integration Operations team for post-go-live stabilization. Qualifications - 3+ years of experience in healthcare integrations, technical delivery, or enterprise platform support. - Strong understanding of integration workflows, data exchange, and go-live execution. - Working SQL proficiency for technical triage and investigation. - Proven ability to manage complex, multi-threaded technical escalations. - Exceptional organization, communication, and follow-through skills. - Comfortable operating in high-pressure, real-time environments. - Ability to influence without direct authority across technical and delivery teams. Success Indicators - Timely identification and resolution of technical and integration escalations. - Clear ownership, visibility, and tracking of all technical escalation line items. - Reduced integration-related go-live disruption and post-launch technical escalation volume. - Strong partnership and trust with Integration Engineers, Technical PMs, and Health System PM teams. - Actionable insights from escalations that drive measurable improvements in integration stability and delivery outcomes. Growth and Role Evolution As integration volume, complexity, and cross-product dependencies increase, this role is well-positioned to evolve beyond day-to-day escalation execution. Over time, the Escalation Manager may help formalize and mature technical escalation and incident management practices within Integrations. Competencies - Dependability – Must be able to meet deadlines and maintain focus. - Interpersonal Skills – Builds strong relationships & contributes to a positive work environment. - Computer Skills – Skilled with computers, learns new tools quickly. - Ethics – Honest, accountable, maintains confidentiality.