Questionnaire Configuration Specialist

Fragomen • Ontario, CA

2d • Hybrid

About The Position

The Questionnaire Configuration Specialist is responsible for analyzing, configuring, testing, and supporting electronic questionnaires used across Fragomen’s client-facing portals and internal systems. This role partners with legal teams, clients, and internal stakeholders to translate business requirements into secure, scalable questionnaire configurations that align with established standards and operational processes.

Requirements

• Required Experience using ServiceNow for incident and request management, and Jira for issue tracking and workflow coordination.
• Strong analytical and critical-thinking skills with high attention to detail.
• Ability to translate technical concepts for legal teams and other non-technical stakeholders.
• Strong written and verbal communication skills in English.
• Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment.
• Strong technical documentation skills (e.g., requirements, process documentation).
• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint).

Nice To Haves

• Familiarity with Agile business analysis practices and methodologies.
• Experience with Form.io or similar form-building platforms.
• Experience creating PowerPoint presentations, process flows, and project status communications for stakeholders.
• Basic experience working with JSON.

Responsibilities

• Collaborate with stakeholders to gather and clarify business and functional requirements, including leading discovery sessions as needed.
• Translate requirements into clear configuration specifications aligned with established build standards and maintenance strategies.
• Design and configure questionnaires to support business workflows and client needs.
• Create and maintain functional design documentation (configuration spreadsheets) for assigned requests.
• Perform quality assurance testing on questionnaire builds.
• Coordinate and support User Acceptance Testing (UAT) activities with requestors.
• Partner with cross-functional teams (Onboarding, Application Support, Adoption, Development, Automation, etc.) to support successful implementation.
• Manage assigned ServiceNow tickets efficiently, meeting defined SLAs.
• Provide Tier 2 support for questionnaire configuration issues and escalate to development teams when appropriate.
• Track, update, and communicate task status through established channels.
• Draft user stories, process documentation and contribute content to monthly change communications for new questionnaire builds and updates.
• Identify risks, defects, and recurring issues; take appropriate action to resolve or escalate.
• Recommend efficiencies and process improvements to streamline configuration and delivery.
• Ensure all questionnaire configurations comply with company security, data privacy, and compliance standards.
• Perform other related duties within scope.

Benefits

• Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.
• At Fragomen, we do meaningful and impactful work for our clients and put a focus on our Responsible Business Practices: #LifeAtFragomen: We drive innovation and change. We respect colleagues, embrace diversity, and empower others.
• #FragomenForward: At Fragomen, pursuing an equal, diverse, and inclusive workforce goes beyond a policy. It’s part of our DNA—and always has been. Year after year, we are recognized as leaders in diversity in our industry.
• Giving Back. We have a deep history of giving back to the communities where we live and work—and we continue that mission today. Serving the less fortunate by providing advice and community support where it is most needed allows us to help immigrants secure a better future for themselves and their families.
• Corporate Social Responsibility. We believe there is more to success in business than generating profit—we want to do well by doing good. We are committed to considering the impact that our business decisions have on our people, our planet, the communities in which we work and our clients.
• Sustainability. Fragomen is focused on sustainability in our business operations and practices—and we know there is much work to be done, with countless opportunities available to minimize our impact on the environment
• Well-being. We are committed to implementing firmwide initiatives that support the health and wellness of our people, including programs to address work-life balance and benefits that cover a wide range of well-being needs of all employees.
• Our #FragomenWorks program provides the ability to be successful at home or in the office, via Hybrid & Remote work arrangements.
• Our Feedback Works process includes three managerial check-ins per year to help you progress in your career.
• Unique learning programs like: Fragomen Academy, Leadership Academy, Practical Management Academy, and Regional Development Conferences.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed