Note: The job is a remote job and is open to candidates in USA. Radiant Digital provides IT solutions and consulting services to government agencies and businesses across multiple industries. The Product Support Analyst III will provide advanced functional and application support for the Complaint & Case Management platform, coordinate user acceptance testing, develop training and communications, resolve incidents, and support ongoing platform enhancement and adoption.
Responsibilities
- 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
- The Product Support Analyst III will provide functional support for the CMS, assisting users with application issues, service requests, and system-related questions. The analyst will 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
Skills
- 8+ years of experience in the field or in a related area
- Familiar with standard concepts, practices, and procedures within a particular field
- Experience providing production support, incident management, and troubleshooting for large-scale applications
- Experience working directly with business users, stakeholders, and technical teams to resolve application issues
- Experience analyzing business requirements and translating them into functional solutions and testing scenarios
- Experience creating and maintaining user documentation, knowledge base articles and training materials
- Experience using Atlassian Jira Software, Jira Service Management, and Confluence
- Experience coordinating activities across multiple stakeholders, vendors, and technology teams
- Experience supporting government, education, or public-sector technology initiatives
- Experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices
- Knowledge of case management concepts, business process automation, and workflow-driven applications
- Experience using Modern Requirements (MR)
Benefits
- Remote - Austin, TX
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