Product Support Analyst

Role Description

The Product Support Analyst 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
• Supporting the ongoing enhancement and adoption of the CCMS platform

The Product Support Analyst will:

• 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
• Collaborate 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
• Validating system functionality
• Assist in developing and delivering training materials, user communications, and support resources
• Facilitate communication between business users and technical teams
• Maintain records of support and testing activities
• Contribute to continuous improvement efforts

This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and requires 8+ years of experience in the field or a related area.

Qualifications

• 8 years of experience providing production support, incident management, and troubleshooting for large-scale applications
• 8 years of experience working directly with business users, stakeholders, and technical teams to resolve application issues
• 8 years of experience analyzing business requirements and translating them into functional solutions and testing scenarios
• 8 years of experience creating and maintaining user documentation, knowledge base articles, and training materials
• 8 years of experience using Atlassian Jira Software, Jira Service Management, and Confluence
• 8 years of experience coordinating activities across multiple stakeholders, vendors, and technology teams
• 8 years of preferred experience supporting government, education, or public-sector technology initiatives
• 8 years of preferred experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices
• 5 years of preferred knowledge of case management concepts, business process automation, and workflow-driven applications
• 3 years of preferred experience using Modern Requirements (MR)

Requirements

• Must pass a criminal background check
• May be required to pass a drug screening
• All offers of employment are contingent upon successful completion of these checks

Benefits

• Highly competitive pay rates
• Local support staff for responsive, personal service
• Comprehensive benefits package, including:
• Medical insurance (with employer cost sharing)
• Life insurance
• A 401(K) plan with company match
• Flexible spending through a cafeteria plan

Company Description

Allied Consultants, Inc is a proudly Austin based firm with over 34 years of experience delivering top-tier technical and business professionals within Texas State Agencies.