Senior Product Support Analyst

This is a remote position.

The Senior Product Support Analyst will support the Texas Education Agency on the CCMS platform. This role provides advanced application support, coordinates user acceptance testing, and develops user training and communications for the Complaint and Case Management System. 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 issue resolution. This position works under limited supervision with considerable latitude for the use of initiative and independent judgment. The analyst will collaborate with business stakeholders, product owners, developers, quality assurance resources, and end users to support the ongoing operation and continuous improvement of the CCMS platform.

Responsibilities

• Provide functional support for the CCMS platform, assisting users with application issues, service requests, and system related questions.
  
• Monitor and resolve support incidents in a timely manner.
  
• Maintain support documentation and knowledge base articles.
  
• Coordinate with business and technical teams to ensure timely resolution of issues.
  
• Support User Acceptance Testing activities for system enhancements, integrations, and releases.
  
• Create test scenarios, execute test cases, document defects, and validate system functionality.
  
• Collaborate with stakeholders, business analysts, and development teams to confirm business requirements are met prior to implementation.
  
• Assist in developing and delivering training materials and user communications to promote effective use of the CCMS platform.
  
• Facilitate communication between business users and technical teams.
  
• Maintain records of support and testing activities and contribute to continuous improvement efforts.
  

Minimum Qualifications

• 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 experience using Atlassian Jira Software, Jira Service Management, and Confluence.
  
• 8 years of experience coordinating activities across multiple stakeholders, vendors, and technology teams.
  

Preferred Qualifications

• 8 years of experience supporting government, education, or public sector technology initiatives.
  
• 8 years of experience supporting cloud-based applications and modern Software Development Lifecycle (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).
  

Additional Requirements

• Candidate may be required to work outside normal business hours, including weekends, evenings, and holidays, as requested.
  
• Payment for hours worked over 40 must be coordinated and pre-approved through the Texas Education Agency.