Note: The job is a remote job and is open to candidates in USA. PriceSenz is seeking an experienced Product Support Analyst III to join its Complaint & Case Management System (CCMS) product team. The role provides advanced application support, coordinates user acceptance testing, develops training materials, and supports continuous enhancement and adoption of the CCMS platform.
Responsibilities
- Provide advanced functional support for the CCMS platform, assisting users with application issues, service requests, and system-related questions
- Monitor, triage, and resolve support incidents; maintain support documentation and knowledge base articles
- Collaborate with business stakeholders, product owners, developers, QA, and end users to ensure successful operation and continuous improvement of the system
- Support User Acceptance Testing (UAT) for enhancements, integrations, and releases: create test scenarios, execute test cases, document defects, and validate functionality
- Develop and deliver training materials, user communications, and support resources to promote effective platform use
- Translate business requirements into functional solutions and testing scenarios
- Coordinate activities across multiple stakeholders, vendors, and technology teams
Skills
- • 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 hands-on experience with Atlassian Jira Software, Jira Service Management, and Confluence
- • 8+ years of experience coordinating activities across multiple stakeholders, vendors, and technology teams
- • 8+ years supporting government, education, or public-sector technology initiatives
- • 8+ years supporting cloud-based applications and modern SDLC practices
- • 5+ years of knowledge of case management concepts, business process automation, and workflow-driven applications
- • 3+ years of experience using Modern Requirements (MR)
Benefits
- 100% Remote
- Telework (remote)
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