Senior Product Support Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Offer functional assistance for the CCMS platform, helping users with application-related issues, service requests, and system inquiries.

• Track and resolve support incidents promptly.

• Keep support documentation and knowledge base articles updated.

• Collaborate with business and technical teams to ensure issues are resolved in a timely fashion.

• Aid in User Acceptance Testing activities for system enhancements, integrations, and releases.

• Develop test scenarios, execute test cases, document defects, and verify system functionality.

• Work with stakeholders, business analysts, and development teams to ensure business requirements are satisfied prior to implementation.

• Assist in creating and delivering training materials and user communications for the CCMS platform.

• Foster communication between business users and technical teams.

• Maintain records of support and testing activities while contributing to ongoing improvement initiatives.

⛳️ Requirements

• At least 8 years of experience in providing production support, incident management, and troubleshooting for large-scale applications.

• A minimum of 8 years of experience working directly with business users, stakeholders, and technical teams to resolve application issues.

• At least 8 years of experience in analyzing business requirements and converting them into functional solutions and testing scenarios.

• Minimum of 8 years of experience creating and maintaining user documentation, knowledge base articles, and training materials.

• At least 8 years of experience utilizing Atlassian Jira Software, Jira Service Management, and Confluence.

• Minimum of 8 years of experience in coordinating activities across various stakeholders, vendors, and technology teams.

• Preferred: 8 years of experience in supporting government, education, or public sector technology initiatives.

• Preferred: 8 years of experience in supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices.

• Preferred: 5 years of knowledge in case management concepts, business process automation, and workflow-driven applications.

• Preferred: 3 years of experience using Modern Requirements (MR).

• May be required to work outside of normal business hours, including weekends, evenings, and holidays.

• Overtime hours must be coordinated and pre-approved through the Texas Education Agency.

🏝️ Benefits

• Competitive salary and compensation package.

• Opportunities for professional development and growth.

• Health and wellness benefits.

• Flexible working hours and work-life balance.