Remote New

OTX Sustainment Specialist

VisionWorks

United States

Apr 24, 2025

Summary:

The OTX Sustainment Specialist will be part of a dedicated team responsible for supporting OTX Sustainment Operations, which includes but is not limited to, OTX administrative configuration, OTX software system testing, issue resolution, and documentation. This role will be a part of and support the OTX Platform Team.

Reports to Manager, OTX Platform Owner.

Pay Class and Pay

Pay Class: Full Time

Pay: $17.16 - $22.00 / Hourly

Essential Responsibilities:

Perform OTX software system testing of field issues, feature enhancements, and system releases, inside and outside of normal business hours.
Support the OTX software system release process, reviewing release notes, updating testing scripts, documenting testing artifacts in TestRail, and participating in release related meetings.
Serve as the Subject Matter Expert in OTX software system processes for the functional areas you support (MVC, Store Ops, Clinical, etc.) to share expertise as needed.
Administer and optimize system settings to support teams, ensure alignment with business requirements, troubleshoot issues, and enhance operational efficiency.
Monitor external team performance, ensure quality standards, and provide guidance to meet deadlines and support operations.
Act as liaison between business partners and stakeholders, addressing needs, coordinating tasks, and ensuring alignment with organizational objectives to include, but not limited to facilitate communication, resolve issues, and streamline operations.
Assist escalated level support resolving software issues as they relate to OTX systems, and or help route to the appropriate OTX team members as needed to include after hours: weeknights, weekends, and holidays.
Document software system testing artifacts and enter information into OTX systems and tools.
Support OTX Platform team with OTX systems critical issue identification and resolution.

Education:

High School Diploma, GED, or equivalent experience required
1-5 years of administrative support experience preferred
1-5 years of quality assurance and/or user acceptance testing experience preferred

Experience & Background:

1-3 years experience with a Software as a Service (SaaS) Point of Sale system.
Strong knowledge of software system testing and processes.
Internal Visionworks Retail/Optical experience.
Proficient computer skills to include: Microsoft Word, Excel & advanced Power Point skills
Ability to multi-task in dynamic, fast paced environment
Proven ability to work independently and make sound decisions

Language Skills:

Professional written, editing and verbal communication and interpersonal skills
Well-developed verbal, listening and phone communication skills
Ability to repeat back numerical information accurately and completely
Ability to speak effectively with all levels of Associates within the organization

Reasoning Ability

Ability to exercise good judgment; escalate issues appropriately.
Ability to think logically in following procedures and instructions.
General problem solving abilities
Ability to self-direct confidently with minimal oversight

Essential Responsibilities related to Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to sit, stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 20 pounds. The noise level in this location is moderate (use of computers, printers and machines).

Activity	Amount of Time
	None	Under 1/3	1/3 to 2/3	Over 2/3
Stand		X
Walk		X
Sit				X
Use hands to finger, handle, or feel				X
Reach with Hands and Arms		X
Climb or balance		X
Stoop, kneel, crouch, or crawl		X
Talk or hear				X
Close Vision (clear vision at 20" or less)				X
Essential Responsibilities related to Behavioral Characteristics:

Exhibit sound and accurate judgement and demonstrate accuracy and thoroughness
Ability to identify and resolve problems in a timely manner
Strong organizational skills and ability to execute manual detailed tasks
Work under stress with interruptions and deadlines
Ability to read and interpret documents clearly and informatively
Ability to write routine reports and correspondence
Exhibit empathy and good phone resolution skills
Contribute to building a positive team spirit
Ability to work onsite and participate in interactive onsite meetings on a regular and predictable basis.
Ability to initiate immediate interaction, coordination and collaboration with team members, clients, customers etc.

HIPAA & Security Requirements

All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company's Privacy & Security Training Program.

Visionworks is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, sex, age, sexual orientation, gender, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state or local law.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. As required by changing business needs, complete additional essential responsibilities as identified and assigned.