CRM System Tester. Location London Department Supporter and Community Partnerships. CRM Project Manager Salary Band C

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1 CRM System Tester Location London Department Supporter and Community Partnerships Reports to (Job Title) CRM Project Manager Salary Band C Matrix manager (if applicable) Click here to enter text. Competency level 3 Role definition Role purpose Christian Aid (CA) has recognised the need to be more dynamic and agile to be sustainable and relevant into the future. To this end, CA has created the Vision 2020 strategic programme. There are three drivers within the programme, namely Global Partnership, Digital Transformation and Financial Resilience. A key component for these three drivers is to update the current Customer Relationship Management (CRM) system. The new CRM system will support the organisation across key areas of supporter-facing activity through: more effective and efficient ways of working, more effective targeting of supporters, provision of high-quality analysis and insight, and enabling staff to handle daily duties efficiently and effectively. The CRM system tester will provide a vital support role in the project to implement the new CRM system. This will include involvement in the redesign of business processes, and defining system and testing requirements, raising testing concerns, giving input into feasibility and delivery times, reviewing and providing feedback on user stories, participation in Agile sprint meetings and creation of product backlog, creating and attaching acceptance criteria including scripts to user stories in the backlog, taking ownership of the testing process, managing test plans for CRM deliverables, creating, performing and tracking functional tests and cross-browser compatibility. Working closely with stakeholders in the project including among others, users from across the organisation, consultants and project manager from the supplier, CA IT and Digital teams, CRM business analyst, CRM data manager, CRM project manager and data protection manager. Key outcomes 1. Define test requirements and test standards; 2. Engage with stakeholders to design test plans, including acceptance criteria and test scripts; 3. Ensure all involved (CRM project team, supplier project team, and business users performing testing) are familiar with and capable of using the testing systems to take and follow instructions for tests, log test success or failure including documentation (screen shots) and narrative on faults, prioritise faults, and manage resolution of faults, fixes, re-tests and version control of fixes. 4. Work with the: o CRM Business analyst to plan, prepare, execute tests, and ensure bugs are resolved; 1

2 o CRM system supplier to test the CRM functionality delivered; o Suppliers of systems which inter-operate with the CRM system, eg finance; o Digital team to achieve high-quality data from internal and external websites; o CRM data manager to ensure data migrated from the legacy system are correct; o Data protection manager to ensure data migrated are GDPR-compliant; 5. Ensure tests, test data, test scripts, and associated test records are documented; 6. Ensure systems work correctly before they are released into production. Role agility Expected travel per annum Occasional travel On call/unsocial hours No Surge capacity for emergency responses No In order to respond to ever changing demands within the environment, Christian Aid operates within an agile framework (both in workforce and operational) that requires from all employees, a high level of responsiveness and adaptiveness to processes and structures making flexibility and a project based working approach the norm. To sustain this system, managers may/will agree further details of specific tasks and duties as part of the performance agreement. Any reasonable duty may be assigned that is consistent with the nature of the job and its level of responsibility, and employees may be required to change the focus of their role from time to time. Role context The role is to be a key member of the CRM project team, performing the vital role of testing the systems delivered by the CRM supplier and implementer. Testing must ensure that the systems supplied perform correctly and are complete in terms of the specified requirements. Testing must be thorough and test for what the system should do and what it should not do. Testing must enable the CRM project manager to sign off the work supplied, following which CA will be invoiced for the work done. The role will work closely with the business stakeholders across CA, the CA IT and Digital teams, and the system suppliers implementing the CRM system. The tester will manage the testing process within the project timeline, ensuring that testing is completed on time, and does not introduce delays into the project Role requirements Relationships The tester will bring extensive testing capability to the project, derived from formal systems testing qualifications, testing experience, using a range of manual and automated methods, in a number of industries. The tester will work closely with the CRM project team, including the business systems analyst, the data manager, and the project manager. Working relationships will rely on systems professionals 2

3 communicating on systems-related matters, with a high degree of familiarity with information systems/information technology terminology and methods assumed. These will cover project planning, project execution in particular agile methods, as well as set-up of testing environments and creation of test data, requirements elicitation and specification, system design, systems building and development, systems integration, systems testing including methods and plans, systems documentation, systems configuration management and deployment. There will be liaison and working with CA IT team on matters such as set up of IT technical environments, arranging backups to be taken before environments are refreshed, set up of user roles and user permissions. There will be liaison and working with CA Digital team on matters such as verifying the application programming interface (the data elements transferred between the CRM system and the websites), methods of testing for data transmitted in real-time and data transmitted in batch mode eg by file transfer protocol (FTP). Testing will verify that data are properly validated at the web site for correctness and completeness, and that data are properly secured by appropriate means at rest and in transit. The tester will work closely with consultants and IT specialists from the supplier, including reporting issues, investigating and understanding issues, resolving issues, re-testing and regression testing, closing issues, analysing patterns of errors/defects in the software and recommending corrective action. The tester will work closely with the business systems analyst in workshops and playback sessions with the business users, in order to establish that user requirements are validated for testing, and delivery of user requirements in the software ready for testing meets the requirements for what should happen, and very importantly for how the software handles unexpected conditions eg bad data, hacking attempts such as by SQL injection/overflow and cross-site scripting. The tester will work with involvement of the data protection manager to ensure CRM are compliant with GDPR and other relevant legislation. This will also involve concern to ensure data are of sufficient quality to be fit for loading into the new CRM. (Bad data in a system invariably cause knock-on adverse impact, leading to further bad data, poor service to customers (ie supporters), unnecessary delay and cost for CA.) In addition to being able to communicate with IS/IT technical people in technical language, the tester will need to be able to communicate well in everyday language with business users, and in business language with the project manager and CA senior management when required. Communication needs to be effective at eliciting requirements, explaining options, providing professional testing advice on best practice, presenting risks and benefits in a way which is readily intelligible by non- IS/IT people. Decision making Budgetary/savings responsibility No direct responsibility Budgetary/savings responsibility: No direct budget responsibility but must recognise the significance of ensuring software is tested to safeguard CA from avoidable financial expense, and the tester must work 3

4 economically and not demand extravagant testing facilities, environments and unnecessarily long testing schedules and/or lists of tests. The tester should be skilful in achieving thorough testing of the system with the minimum of effort and expense. The tester must be proficient in balancing costs against risks when determining the depth and spread of testing to be performed on a system. Analytical skills The work requires the tester to exercise creativity, analysis and judgement to execute systems testing at a medium to senior level of testing seniority throughout the following main activities in order to achieve a satisfactory level of quality as defined within the acceptance criteria for project, without requiring excessive time, effort, disruption or cost to the project or to the business and its users: Test planning and control. Test planning is the activity of defining the objectives of testing and the specification of test activities in order to meet the objectives. Test control is the ongoing activity of comparing actual progress against the plan, and reporting the status, including deviations from plan, then taking suitable corrective action. Test analysis and design. This is the activity during which general testing objectives are transformed into tangible test conditions and test cases. This includes: reviewing the test basis and risk analysis, evaluating testability, identifying and prioritising test conditions, designing test cases, identifying test data, designing the test environment. Test implementation and execution. This is the activity where test procedures or scripts are specified by combining the test cases in a particular order and including any other information needed for test execution, set up of the test environment, and running the tests. Evaluating exit criteria and reporting. This is the activity where test execution is assessed against the defined objectives. This should be done for each test level. Test levels include among others: component testing, unit testing, system testing, integration testing, regression testing, functional testing, user acceptance testing, performance testing, security testing, data protection (GDPR) compliance testing. Test closure activities. This is collecting data from completed test activities to consolidate, analyse and understand test experience, test systems, implications for preventing issues in future, lessons learned, and using the information gathered to improve testing and test maturity. Developing self and others Number of Direct reports 0 Overall people management responsibility 0 The tester will have essential skills and be expected to gain relevant new skills in the project. For example, if the tester has not previously worked in a charity environment or with a CRM system, he/she would be expected to get up to speed rapidly with these new demands. The tester will work as a testing unit of one person, without direct reports, nor reporting to a senior tester. Through involvement in testing as a member of the CRM project team, the tester will have an indirect 4

5 teaching influence on others involved with the project: either in the project team, with the suppliers, with business users or with other stakeholders. The tester will certainly act as the testing expert in an expert capacity which will be both advisory (influencing decisions on what is tested and how it is tested); and operationally (actually planning and managing the testing process, creating test materials and environments, doing the testing, reporting testing, ensuring defects identified are corrected, and analysing test and fault performance and using the findings to improve future testing). Role related checks Child protection clearance Not required Counter terrorism screening Not required Person specification Applied skills/knowledge and expertise Essential Skill Testing qualifications Testing experience Test management Testing tools Project methodology Data quality analysis Systems Explanation Appropriate qualifications such as BCS/ISEB testing practitioner. Experienced in testing including collaborating on requirements, raising testing concerns, giving input into feasibility/ delivery dates, reviewing user stories to create acceptance criteria/ write test scripts, testing cross-browsers/mobile phones. Take ownership, plan and manage system/ user acceptance/ usability/ performance testing, using manual / automated methods, scheduling people, facilities, systems, managed test resolution, test results analysis, lessons learned, recommendations to improve future testing. Experienced in using software tools for systems testing, eg Test rail, Jira, TFS, and preferably with experience of TestLodge and MantisHub (these latter two are used in the CRM project). Experienced in different project methodologies with emphasis on experience of Agile delivery (sprints, scrums) and working to short timeframes. Experienced in analysing data quality and data provenance. Experienced in testing APIs, websites and mobile applications. Desirable - any of the skills listed below Skill Other relevant qualifications Explanation Formal qualifications in requirements gathering and specification, business analysis, and information systems/computer science. 5

6 Charity experience CRM experience Use of CRM for fundraising, volunteering, and supporter campaigns. Use of CRM systems (preferably Dynamics). Digital/IT competencies desired Working knowledge of SQL for ad hoc queries and test confirmation Testing software Digital/IT competencies required Word, Excel, PowerPoint Basic Web content design & development N/A Internet based collaboration tools and video calling Data Visualisation Basic Social Media N/A Basic DATE CREATED 02/01/2018 6