Software Training and Testing Specialist

Job Description

The New York State Defenders Association is seeking a Software Training and Testing Specialist to join our Public Defense Backup Center’s Public Defense Case Management System (PDCMS) team. The PDCMS team supports a suite of software products, including on-premises and cloud-based case management systems and related software applications, which are used by more than 90 public defense, legal aid, and assigned counsel programs around New York State. Users include attorneys, administrative and support staff, investigators, social workers, and other staff.

NYSDA, a not-for-profit membership organization, has been providing support to New York's public defense community since 1967. NYSDA’s mission is to improve the quality and scope of publicly supported legal representation to people who cannot afford counsel. NYSDA operates the state’s Public Defense Backup Center, which provides legal support services, training programs, its Public Defense Case Management System, and other services to public defense offices and assigned counsel attorneys throughout the state. NYSDA offers high-quality training to public defense attorneys, investigators, social workers, and other members of the public defense team. The Backup Center is instrumental in assisting defenders around the state to advance quality representation in criminal and family court cases.

The Software Training and Testing Specialist will provide end-user training and extensive testing of customized programming to evaluate and improve our software's quality and performance before updates are rolled out.

Duties and Responsibilities

Create training materials, reference guides, and other resources to educate users about existing, enhanced, and new features.

Work with other members of the PDCMS team to determine suitable training methods (e.g., individual or group sessions, webinars, videos, in-person) and deliver training that is accessible and effective for various users and learning styles.

Develop training programs that enable individuals and teams to master software applications, create informative materials, and facilitate interactive sessions.

Occasional overnight travel to end-user sites for meetings or in-person training.

Maintain detailed records of customer interactions, troubleshooting steps, and resolution details.

Develop and provide accessible modes of communication for user and office-wide feedback and support, including but not limited to surveys, email blasts, and newsletters.

Identify the appropriate testing types based on project needs (e.g., functional, regression, performance, usability).

Log and track identified defects using Jira ticketing system or similar system, providing precise descriptions and reproduction steps for each issue.

Collaborate with software developers to prioritize and resolve bugs and defects.

Maintain a deep understanding of the application's features, updates, and technical details to answer complex questions effectively.

Collaborate with other team members to demonstrate the PDCMS suite of software products to potential new clients.

Receive and respond to support requests from users via phone or email.

As the PDCMS suite of products evolves, perform other duties as assigned by the Director of the Public Defense Case Management System, Deputy Director, or Executive Director.

Skills and Qualifications:

Bachelor’s Degree or Associate’s Degree in computer science or related field or 3 years of relevant experience.

Ability to learn new software functionality and procedures quickly and independently.

Proven experience planning, scheduling, managing, and delivering training sessions effectively, both in person and online.

Ability to explain complex concepts clearly and concisely to diverse audiences and flexibility to adjust training content based on learner needs and feedback.

Excellent verbal and written communication skills to clearly explain technical concepts to users with varying levels of technical knowledge.

Proficiency in developing engaging training materials.

Excellent customer (client) services skills.

Strong organizational skills and the ability to manage multiple projects simultaneously and work under deadlines without sacrificing accuracy or quality.

Ability to write clear and concise testing and training documentation in accordance with established standards.

Exceptional attention to detail, analytical thinker with an ability to identify problems and proactively solve or coordinate solutions.

Identifying and resolving user issues related to application usage.

Self-managing and independent worker with a strong sense of ownership and project commitment.

Ability to travel around New York State, including locations that do not have public transportation.

Alignment with NYSDA’s mission to improve the quality of representation in criminal and family defense is highly desirable.

NYSDA offers a generous benefits package, including paid vacation, personal, sick, and parental leave; health, dental, and vision insurance coverage; flexible spending account; and 403(b) with an employer contribution after one year.

NYSDA’s main office is in Albany, NY. Applicants must be able to work in Albany or remotely (from within New York State), with the ability to travel to the Albany office for team meetings and as needed. Business hours are Monday to Friday, 9:00 am to 5:00 pm. The position requires occasional work outside of business hours. Travel to sites for meetings or training may be required on occasion.

To apply, please send a resume and cover letter addressing how you meet the required and desired skills and qualifications listed above to (subject line: PDCMS Applicant). Only applications that follow these instructions will be considered. Applications will be reviewed on a rolling basis until the position is filled.

NYSDA is an equal opportunity employer. NYSDA values diversity, equity, and inclusion and strongly encourages candidates of all identities, orientations, experiences, and communities to apply.Company Description

NYSDA, a not-for-profit, membership organization, has been providing support to New York’s public defense community since 1967. Our mission is to improve the quality and scope of publicly supported legal representation to low-income people. NYSDA operates New York’s State Public Defense Backup Center, which provides legal support services, training programs, its Public Defense Case Management System, and other services to public defense offices and assigned counsel attorneys throughout the state. NYSDA also runs the Veterans Defense Program, offering training, support, and legal assistance to promote trauma-informed effective representation of veterans and service members in New York State's criminal and family court systems.

Full-time