Product Support / Technical Writer

About the role

CGI is seeking a problem solver with strong technical writing capabilities and experience in Tier 1 help desk/support operations. In this role, you will serve as a bridge between clients/stakeholders and the development team— managing the user support inbox, issue triage/escalation, content updates, and documentation governance, while also helping to support the team in translating business needs into clear, actionable requirements, comprehensive minutes, and user stories. The ideal candidate communicates clearly, learns technical concepts quickly, produces high quality written deliverables, and builds strong working relationships across technical and non technical teams. This position is located in our Lafayette, LA office; however, a hybrid working model is acceptable. Due to the nature of government contracts, US Citizenship is required.

Responsibilities

• Provide daily (Mon–Fri) Tier 1 user support by monitoring the support inbox, responding to stakeholder emails promptly and professionally, troubleshooting and tracking issues to resolution, and escalating to development/management when needed.
• Manage an exception report process: monitor reports, identify records/owners needing updates, and coordinate communications with stakeholders through completion.
• Prepare and maintain project documentation and artifacts, including client deliverables, reports, user documentation, executive summaries, Confluence research/spike pages, and presentation decks as needed.
• Capture and manage meeting minutes, action items, and decisions using approved templates, delivery tools, and documentation repositories.
• Support analysis, development, and documentation of business, functional, and technical requirements.
• Participate in stakeholder sessions including joint application development sessions and Agile ceremonies.
• Perform front end QA testing as needed, following testing steps to validate acceptance criteria; provide feedback/approvals/comments in JIRA/GitHub.
• Support multiple tasks simultaneously, working effectively on a geographically distributed team.

Requirements

• Education: Bachelor's degree in a business related field or Information Systems Management (preferred).
• Experience: Minimum 3 years of Business Analyst (or closely related) experience.
• Strong analytical skills and technical writing ability (requirements, meeting minutes, user documentation, Agile artifacts).
• Strong verbal and written communication skills with the ability to interact effectively with both technical and non technical stakeholders.
• Ability to multitask, prioritize, and support multiple efforts concurrently.
• Ability to work effectively on a geographically distributed team.

Qualifications

• Working knowledge of the full software development lifecycle (SDLC).
• Experience working with JIRA and Confluence.
• Experience working with Virtual Desktop Infrastructure (VDI).
• Experience/familiarity with: Help Desk Support, Agile Testing, SharePoint Online, Microsoft Teams, and GitHub (as used for collaboration and status updates).

Benefits

• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well‑being programs

Pay

A reasonable estimate of the current range for this role in the U.S. is $52,200.00 – $123,800.00.

Schedule

Position located in Lafayette, LA office with a hybrid working model acceptable. Daily Tier 1 support expected Monday–Friday.