Product Support Analyst

Allied Consultants, Inc.•Austin, TX

2d•Remote

About The Position

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. We are currently seeking an experience Product Support Analyst to play a key role within a high-impact technical services team. At Allied Consultants, we value our consultants and are committed to providing an exceptional experience including: 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. Candidates selected for interviews will be subject to a criminal background check and may be required to pass a drug screening, in compliance with federal and state regulations. All offers of employment are contingent upon successful completion of these checks. Allied Consultants is a proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Requirements

8+ years of experience in the field or in a related area.
Familiar with standard concepts, practices, and procedures within a particular field.
Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required.
Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
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

Nice To Haves

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)

Responsibilities

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.
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, and work with business and technical teams to ensure timely resolution of issues.
Collaborate with business stakeholders, product owners, developers, quality assurance resources, and end users to ensure the successful operation, support, and continuous improvement of the Consolidated Case Management System.
Support User Acceptance Testing (UAT) activities for system enhancements, integrations, and releases by creating test scenarios, executing test cases, documenting defects, and validating system functionality.
Collaborate with stakeholders, business analysts, and development teams to ensure business requirements are met and that system changes are thoroughly tested prior to implementation.
Assist in developing and delivering training materials, user communications, and support resources to promote effective use of the CCMS platform.
Help facilitate communication between business users and technical teams, maintain records of support and testing activities, and contribute to continuous improvement efforts.