Description:

This is a professional position in the AIA Software Products and Services team in which the incumbent manages a range of technical responsibilities related to the requirements specification, procurement, development, launch, testing, maintenance and support of the forthcoming web-based AIA Contract Documents product. The incumbent will work with the Documents Operations staff (software, technical support, marketing, education and operations teams), AIA members and volunteers, and current and prospective software customers.

Web-based Product Procurement

• Assist in the development and continuous iteration of concepts and functional requirements for the web-based product.
• Assist with the ongoing effort to draft, issue and evaluate responses to request for proposal to procure a software developer, preparing materials to evaluate and score various vendor proposals.
• Conduct research on potential vendors.
• Conduct research on pertinent technologies.

Web-based Product Testing

• Manage web-based product acceptance testing efforts for the AIA, ensuring the acceptance of defect-free product for general release to customers.
• Record defects effectively to minimize ambiguity. Communicate testing results proactively with clients and technical staff members. Engage the software development team to ensure their understanding of critical issues.
• Validate that product matches functional specifications. Develop and revise test plan and test cases. Perform testing referencing test plans and test cases.
• Manage AIA staff testing of new product releases, and collect and validate results.
• Manage beta trials for new product releases.

Web-based Product Maintenance

• Assist Contract Documents Technical Support staff with validating, replicating and resolving escalated technical issues.
• Work with customers to resolve technical issues for escalated incidents.
• Provide concise summaries and examples of unresolved issues for review by the development team.
• Monitor the resolution of incidents to ensure that incidents are all resolved in a prompt manner.
• Seek, collect, and maintain in a database of user functionality requests and complaints. Incorporate these data into product development plans.
• Monitor Technical Support incident data on a monthly basis to discern trends that can be resolved by technology or process enhancements.
• Assist with ongoing planning activities.

Web-based Product Training and Support

• Maintain and update as needed a collection of best practices documents for the Technical Support group
• Support the operation of user groups by the creating and distributing technical and other usage documents and best practices.

Web-based Product Documentation

• Work with development team to maintain and update technical product documentation.
• Provide marketing and education departments with technical product specifications.
• Contribute articles to expand the user Knowledge Base, the online compendium of user technical support information that provides users with 24-7 access to their most frequently asked questions.

Technical and Organizational Proficiency

• Coordinate activities with AIA Information Technology department, Contract Documents Operations team, Advocacy team, Information Central and AIA vendors as assigned by the Managing Director – AIA Software Products and Services.
• Achieve detailed understanding of technical support systems and processes, E-commerce systems employed by AIA to distribute, sell, and service AIA Contract Documents software, and AIA’s sales policies and fulfillment system regarding contract documents software (via the e-commerce site, phone, fax, and mail).

-Contract Documents Operations staff
-Software development partner
-Manager, Product Support
-Director, Contract Documents Technical Support
-AIA Technical Customer Support Associates
-AIA Contract Documents software customers
-AIA Information Technology staff
-AIA Documents Committee members
-AIA Software Advisory Committee members
-AIA members
-Customers

Demonstrated product/project management skills and online product experience (3+ years)
Experience with Systems Development Life Cycle (SDLC) process. Experience with Microsoft .Net Framework technology. Knowledge of web technology and experience developing web-based product is essential. Detail-oriented, and self-motivated individual with excellent verbal and written communication skills to effectively convey and discuss complex technical issues. Ability to work in a collaborative team environment. Strong customer interaction skills are important.

Bachelor's degree in Computer Science, Information Technology or related field and five years of product management with web-based applications.

None.

AIA Human Resources
RE: Job Title and/or Job Code
1735 New York Avenue NW
Washington, DC 20006
Fax: 202/626-7476
E-mail: aiajobs@aia.org