Product Support Analyst

Job Role: Product Support Analyst 3

Location: Austin, TX / Open for REMOTE - LOCAL Candidates first

Duration: 12 months

Schedule: Monday Friday, 8:00 AM 5:00 PM CT

Rate: Up to $60/hr C2C all inclusive

Position Overview

Seeking a Senior Product Support Analyst to provide advanced application and functional support for the Consolidated Case Management System (CCMS).

The ideal candidate will have strong experience in enterprise application/production support, incident management, business requirements analysis, UAT, Jira/Jira Service Management, Confluence, documentation, and stakeholder coordination. The role requires someone who can effectively bridge business and technical teams and work independently on application issues, enhancements, testing, and user support.

Key Responsibilities

• Provide advanced functional and production support for enterprise applications.
• Troubleshoot application issues, incidents, service requests, and system defects.
• Work closely with business users, product owners, developers, QA teams, vendors, and technical stakeholders.
• Analyze business requirements and translate them into functional solutions and test scenarios.
• Create and execute UAT test cases and scenarios.
• Coordinate UAT activities and validate application enhancements and releases.
• Track, document, and communicate defects through resolution.
• Support application enhancements, integrations, releases, and production deployments.
• Maintain Jira, Jira Service Management, and Confluence documentation.
• Create and maintain knowledge-base articles, user guides, SOPs, and support documentation.
• Develop training materials and assist with user training and system adoption.
• Coordinate activities across multiple business, technical, and vendor teams.
• Maintain accurate records of application support, testing, and release activities.
• Identify opportunities to improve application support processes and system functionality.

Required Qualifications

• 8+ years of enterprise application/production support and troubleshooting experience.
• 8+ years working with business users, stakeholders, developers, QA teams, and technical teams.
• 8+ years of business requirements analysis and translating requirements into functional solutions/testing scenarios.
• 8+ years creating user documentation, knowledge-base articles, training materials, and support resources.
• 8+ years of hands-on experience with:

o Jira Software

o Jira Service Management (JSM)

o Confluence

• 8+ years coordinating activities across stakeholders, vendors, and technology teams.

Preferred Qualifications

• Experience supporting government, education, or public-sector applications.
• Experience with cloud-based applications and modern SDLC practices.
• Experience with case management, workflow applications, or business process automation.
• 3+ years of experience with Modern Requirements (MR).
• Experience supporting large-scale enterprise or mission-critical applications.

Ideal Candidate

The ideal candidate is a Senior Application/Product Support Analyst or Business Systems Analyst who combines strong production support skills with business analysis and UAT experience.

Candidates with experience in government/education environments, case management systems, workflow applications, Jira/JSM, Confluence, and cloud-based enterprise applications will be highly preferred.

Key skills:

Application Support | Production Support | Incident Management | Business Analysis | Requirements | UAT | Jira | Jira Service Management | Confluence | Documentation | Training | Stakeholder Management | Vendor Coordination | Case Management | Workflow Applications

Regards,

Adam Jones (Azam)

Direct: 5 5 1 2 6 4 7 2 4 9

Email: Adam (@) pullskill (dot) com