Product Support Analyst III

Position: Product Support Analyst

Location: Remote - Austin, Texas 78701

Duration: 12 Months

Job Summary




- Serve as a key member of the Complaint & Case Management System CMS product team at the T
- Provide advanced functional and technical support for the CMS platform, including resolving application issues, service requests, and user inquiries.
- Monitor and resolve support incidents, maintaining accurate documentation and knowledge base articles.
- 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.
- Work under limited supervision with considerable latitude for initiative and independent judgment.
- Rely on 8+ years of relevant experience, using creativity and sound judgment to plan and accomplish goals.
- (Preferred) Experience supporting government, education, or public-sector technology initiatives, cloud-based applications, SDLC practices, and knowledge of case management/business process automation.
- (Preferred) Experience with Modern Requirements (MR) tools.