Software Support Analyst (remote)

Vitaver & Associates • Austin, TX

19h • Remote

About The Position

Our client is filling this contract position exclusively through approved staffing partners, so this opportunity is not available by applying directly with the client. If you're interested, we'd be happy to represent you throughout the hiring process. This is a temporary project position with an estimated duration of 12 months with possible extensions. The working position is Telework.

Requirements

• Experience providing production support, incident management, and troubleshooting for large-scale applications (8 years)
• Experience working directly with business users, stakeholders, and technical teams to resolve application issues (8 years)
• Experience analyzing business requirements and translating them into functional solutions and testing scenarios. (8 years)
• Experience creating and maintaining user documentation, knowledge base articles and training materials. (8 years)
• Experience using Atlassian Jira Software, Jira Service Management, and Confluence (8 years)
• Experience coordinating activities across multiple stakeholders, vendors, and technology teams (8 years)

Nice To Haves

• Experience supporting government, education, or public-sector technology initiatives. (8 years)
• Experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices (8 years)
• Experience with case management concepts, business process automation, and workflow-driven applications (5 years)
• Experience using Modern Requirements (MR) (3 years)

Responsibilities

• Provide advanced production support, incident management, and troubleshooting for large-scale, cloud-based applications to ensure system reliability and performance
• Coordinate activities and collaborate directly with business users, technical teams, and external vendors to resolve complex application issues and align IT services with operational needs
• Analyze business requirements and translate them into functional solutions, testing scenarios, and workflow-driven applications utilizing tools such as Modern Requirements (MR)
• Create, maintain, and update user documentation, knowledge base articles, and training materials within Confluence to empower end-users and streamline issue resolution
• Manage and track incidents, service requests, and project tasks using Atlassian Jira Software and Jira Service Management to ensure SLA compliance and efficient service delivery
• Support public-sector, government, or education technology initiatives by applying modern SDLC practices and cloud-based application support methodologies
• Evaluate and optimize case management concepts, business process automation, and workflow-driven applications to improve operational efficiency and user experience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed