Sr. Product Support/Business Analyst

About the role

Neos is seeking a Sr. Product Support/Business Analyst for a long-term contract role with our client in Austin, TX. This position is remote but only candidates currently residing in Texas (Austin area preferred) will be considered.

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.

Responsibilities

• Provide functional support for the CCMS, assisting users with application issues, service requests, and system-related questions
• 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
• 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
• Collaborate with stakeholders, business analysts, and development teams to ensure business requirements are met and that system changes are thoroughly tested prior to implementation
• Assist in developing and delivering training materials, user communications, and support resources to promote effective use of the CCMS platform
• Help facilitate communication between business users and technical teams, maintain records of support and testing activities, and contribute to continuous improvement efforts

Qualifications

• 8+ years of experience in the field or in a related area
• Familiar with standard concepts, practices, and procedures within a particular field
• Works under limited supervision with considerable latitude for the use of initiative and independent judgment
• A certain degree of creativity and latitude is required
• Relies on limited experience and judgment to plan and accomplish goals

Required Skills

• 8 years – Experience providing production support, incident management, and troubleshooting for large-scale applications
• 8 years – Experience working directly with business users, stakeholders, and technical teams to resolve application issues
• 8 years – Experience analyzing business requirements and translating them into functional solutions and testing scenarios
• 8 years – Experience creating and maintaining user documentation, knowledge base articles and training materials
• 8 years – Experience using Atlassian Jira Software, Jira Service Management, and Confluence
• 8 years – Experience coordinating activities across multiple stakeholders, vendors, and technology teams

Preferred Skills

• 8 years – Experience supporting government, education, or public-sector technology initiatives
• 8 years – Experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices
• 5 years – Knowledge of case management concepts, business process automation, and workflow-driven applications
• 3 years – Experience using Modern Requirements (MR)