Product Support Analyst

Position: Product Support Analyst

Location: Austin, Texas - Remote

Duration: 12 Months

Job Description:

• The Product Support Analyst III will serve as a key member of the Complaint & Case Management (CCMS) product team and will be responsible for providing advanced application support, coordinating user acceptance testing, developing user training and communications, and supporting the ongoing enhancement and adoption of the CCMS platform.
• The Product Support Analyst III will provide functional support for the CCMS, assisting users with application issues, service requests, and system-related questions. The analyst will monitor and resolve support incidents, maintain support documentation and knowledge base articles, and work with business and technical teams to ensure timely resolution of issues. The position requires knowledge of standard concepts, practices, and procedures related to
• This position works under limited supervision with considerable latitude for the use of initiative and independent judgment. The Product Support Analyst will collaborate with business stakeholders, product owners, developers, quality assurance resources, and end users to ensure the successful operation, support, and continuous improvement of the Consolidated Case Management System.
• The Product Support Analyst III will support User Acceptance Testing (UAT) activities for system enhancements, integrations, and releases by creating test scenarios, executing test cases, documenting defects, and validating system functionality. The analyst will collaborate with stakeholders, business analysts, and development teams to ensure business requirements are met and that system changes are thoroughly tested prior to implementation.
• The Product Support Analyst III will assist in developing and delivering training materials, user communications, and support resources to promote effective use of the CCMS platform. The analyst will help facilitate communication between business users and technical teams, maintain records of support and testing activities, and contribute to continuous improvement efforts. This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and requires 8+ years of experience in the field or a related area. The successful candidate relies on experience and sound judgment to plan and accomplish goals, with a certain degree of creativity and latitude expected in the performance of assigned duties.

Required Skills/ Experience:

• Experience providing production support, incident management, and troubleshooting for large-scale applications
• Experience working directly with business users, stakeholders, and technical teams to resolve application issues
• Experience analyzing business requirements and translating them into functional solutions and testing scenarios.
• Experience creating and maintaining user documentation, knowledge base articles and training materials.
• Experience using Atlassian Jira Software, Jira Service Management, and Confluence
• Experience coordinating activities across multiple stakeholders, vendors, and technology teams
• Experience supporting government, education, or public-sector technology initiatives.
• Experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices.
• Knowledge of case management concepts, business process automation, and workflow-driven applications
• Experience using Modern Requirements (MR)