Questionnaire Configuration Specialist

Job Description

About the Role: Fragomen, an AmLaw 100 firm and the leading immigration services provider, is seeking a Questionnaire Configuration Specialist, who will be tasked with analyzing, building and executing electronic questionnaires that interface with our client portal and internal database within various proprietary web-based applications. Overall responsibilities include: client and legal team facing communications, configuration specification gathering and implementation, requirement/data analysis and validation of process.

This position is open to remote or hybrid associated with Fragomen's US locations.

How will you make a difference as a Questionnaire Configuration Specialist at Fragomen?

• Communicate and collaborate with stakeholders to obtain and understand the business requirements - gather and hold discovery sessions as needed to truly comprehend the end desire/purpose of the request. Convey our build standards and process to guide stakeholders and develop a partnership in this endeavor.
• Define and analyze functional requirements and configuration specifications.
• Design the questionnaire to meet business, product and maintenance strategies, goals and requirements.
• Develop and maintain a functional design document (configuration spreadsheet) for each request.
• Conduct QA. Prepare communication plan to have requestor complete UAT process.
• Partner with other departments as needed for a successful implementation (Onboarding, Application Support, Adoption, etc.).
• Manage ServiceNow tickets quickly and efficiently meeting or exceeding all SLAs.
• Provide Tier 2 support to troubleshoot issues with regards to questionnaire configuration. Escalate to development if needed.
• Report status of all tasks through various communication channels.
• Draft change announcements describing the new builds and what has changed in existing questionnaires.
• Identify preventable issues and take proper steps to resolve or escalate to resolution.
• Determine and recommend efficiencies/process improvements to streamline processes.
• Ensure all questionnaire builds comply with Fragomen security/data privacy standards.

Leverage your valuable skills and experience to make an impact at Fragomen:

• Prior business immigration experience is preferred
• High business analytical skills and attention to detail
• Ability to identify risks and issues, propose solutions and appropriately escalate with discretion.
• Strong technical aptitude with the ability to learn new applications / concepts quickly
• Experience utilizing the ServiceNow platform - especially skills related to building questionnaires and processing incident ticket - is a nice to have skill
• Excellent communication, customer service and time management skills.
• Ability to learn new tasks and deliver results with reduced turnaround times.
• Ability to work under pressure, meet scheduled deadlines, be flexible and adaptable at changing priorities.
• Ability to explain technical processes to legal teams and other "non IT" departments as needed.
• Able to take ownership of assignment and see it through to real impact
• A self-starter who's comfortable working autonomously
• Microsoft application suite knowledge
• Knowledge in the below areas would be beneficial:
• Agile business analysis methodology
• Form.io form building platform experience
• Javascript or other basic programming experience

Benefits:

At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:

• 22 PTO days + Federal holidays
• Medical, Dental, and Vision plans + FSA & HSA Plans
• 401K plan, with company matching

Learn More About Fragomen:

Please take time to read About Us, explore the Meaningful and Impactful Work we do for our clients, and review the standard Benefits we offer. You can find all the material to the right of this page.