Product Support Analyst III

About the Role

Serve as a key member of the Complaint & Case Management System (CMS) product team, providing advanced functional and technical support for the CMS platform. This includes resolving application issues, service requests, and user inquiries. The role involves monitoring and resolving support incidents while maintaining accurate documentation and knowledge base articles.

Responsibilities

• Coordinate and support User Acceptance Testing (UAT) for system enhancements, integrations, and releases by creating/executing test scenarios, documenting defects, and validating functionality.
• Develop and deliver user training materials, communications, and support resources to promote effective use of the CCMS.
• Collaborate with business stakeholders, product owners, developers, QA teams, and end users to ensure successful operation, support, and continuous improvement of the system.
• Analyze business requirements and translate them into functional solutions, test scenarios, and actionable items.
• Maintain records of support and testing activities; contribute to continuous improvement initiatives.
• Coordinate activities across multiple stakeholders, vendors, and technical teams.
• Use Atlassian Jira Software, Jira Service Management, and Confluence for tracking, documentation, and collaboration.

Requirements

• 8+ years of relevant experience, using creativity and sound judgment to plan and accomplish goals.
• Work under limited supervision with considerable latitude for initiative and independent judgment.

Preferred Qualifications

• Experience supporting government, education, or public-sector technology initiatives.
• Experience with cloud-based applications and SDLC practices.
• Knowledge of case management/business process automation.
• Experience with Modern Requirements (MR) tools.

Location: Remote - Austin, Texas 78701
Duration: 12 Months