Product Support Analyst

Radiant Digital; Austin (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

Radiant Digital is seeking a Product Support Analyst III to join the Complaint & Case Management (CCMS) product team in the United States. The role focuses on providing advanced application support, coordinating user acceptance testing, and developing training materials to drive adoption of the CCMS platform.

The analyst will support CMS issues, service requests, and knowledge base maintenance while working with business and technical teams to ensure timely resolutions.

Qualifications

• 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 translating business requirements into functional solutions and testing scenarios.
• Experience creating and maintaining user documentation, knowledge base articles and training materials.
• 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 SDLC practices.
• Knowledge of case management concepts, business process automation, and workflow-driven applications.
• Experience using Modern Requirements (MR)

Responsibilities

• Provide advanced application support and coordinate issue resolution.
• Coordinate user acceptance testing, develop user training and communications, and support platform adoption.
• Provide functional support for the CMS, assisting users with issues and service requests.
• Monitor and resolve support incidents, maintain knowledge base and documentation.
• Collaborate with business and technical teams to ensure timely resolution of issues.

Tools

Jira Software

Jira Service Management

Confluence

Job description

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.

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. The position requires knowledge of standard concepts, practices, and procedures related to

Required/Preferred skills

• 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)

At Radiant Digital, we provide IT solutions and consulting services to help government agencies and businesses in the USA, Canada, the Middle East, and Southeast Asia. On the federal side, we support agencies like NASA, the Department of State (DOS), the IRS, ACL, ACF,USDA and many others, along with numerous state and local government agencies.

We work with industries like telecom, healthcare, entertainment, oil and gas offering solutions designed to meet their specific needs. We focus on improving systems, making better use of data, and updating applications to keep up with changing markets.