Product Support / Technical Writer

CGI Njoyn; Lafayette (LA); On-site; USD 52,000 - 124,000; Full time

Job summary

CGI is seeking a problem solver with strong technical writing capabilities and experience in Tier 1 help desk/support operations. This position, located in Lafayette, LA with a hybrid work model, bridges clients, stakeholders, and the development team.

US Citizenship is required due to government contracts. You will manage the user support inbox, triage issues, update content, and governance of documentation while translating business needs into clear requirements, minutes, and user stories.

Qualifications

• Bachelor's degree in business or Information Systems preferred.
• Minimum 3 years of Business Analyst experience.
• Strong analytical and written communication skills.
• Ability to interact with both technical and non-technical stakeholders.
• Experience with Agile artifacts and documentation.

Responsibilities

• Provide daily Tier 1 user support by monitoring the support inbox, responding to stakeholder emails promptly and professionally, troubleshooting and tracking issues to resolution, and escalating to development/management when needed.
• Manage an exception report process: monitor reports, identify records/owners needing updates, and coordinate communications with stakeholders through completion.
• Prepare and maintain project documentation and artifacts, including client deliverables, reports, user documentation, executive summaries, Confluence research/spike pages, and presentation decks as needed.
• Capture and manage meeting minutes, action items, and decisions using approved templates, delivery tools, and documentation repositories.
• Support analysis, development, and documentation of business, functional, and technical requirements.
• Participate in stakeholder sessions including joint application development sessions and Agile ceremonies.
• Perform front end QA testing as needed, following testing steps to validate acceptance criteria; provide feedback/approvals/comments in JIRA/GitHub.
• Support multiple tasks simultaneously, working effectively on a geographically distributed team.

Skills

Tier 1 support

Technical writing

Stakeholder communication

Documentation governance

Agile ceremonies

Team collaboration

Education

Bachelor's degree in Business or Information Systems Management

Tools

JIRA

Confluence

VDI

SharePoint Online

Microsoft Teams

GitHub

Job description

Job order - J0926-1386 - Permanent Full Time

Title

Product Support / Technical Writer

Category

Business Analysis (functional and technical)

City

Lafayette, Louisiana, United States

Position Description

CGI is seeking a problem solver with strong technical writing capabilities and experience in Tier 1 help desk/support operations. In this role, you will serve as a bridge between clients/stakeholders and the development team— managing the user support inbox, issue triage/escalation, content updates, and documentation governance, while also helping to support the team in translating business needs into clear, actionable requirements, comprehensive minutes, and user stories. The ideal candidate communicates clearly, learns technical concepts quickly, produces high quality written deliverables, and builds strong working relationships across technical and non technical teams. This position is located in our Lafayette, LA office; however, a hybrid working model is acceptable. Due to the nature of government contracts, US Citizenship is required.

Your future duties and responsibilities

• Provide daily (Mon–Fri) Tier 1 user support by monitoring the support inbox, responding to stakeholder emails promptly and professionally, troubleshooting and tracking issues to resolution, and escalating to development/management when needed.
• Manage an exception report process: monitor reports, identify records/owners needing updates, and coordinate communications with stakeholders through completion.
• Prepare and maintain project documentation and artifacts, including client deliverables, reports, user documentation, executive summaries, Confluence research/spike pages, and presentation decks as needed.
• Capture and manage meeting minutes, action items, and decisions using approved templates, delivery tools, and documentation repositories.
• Support analysis, development, and documentation of business, functional, and technical requirements.
• Participate in stakeholder sessions including joint application development sessions and Agile ceremonies.
• Perform front end QA testing as needed, following testing steps to validate acceptance criteria; provide feedback/approvals/comments in JIRA/GitHub.
• Support multiple tasks simultaneously, working effectively on a geographically distributed team.

Required qualifications to be successful in this role

• Education: Bachelor's degree in a business related field or Information Systems Management (preferred).
• Experience: Minimum 3 years of Business Analyst (or closely related) experience.
• Strong analytical skills and technical writing ability (requirements, meeting minutes, user documentation, Agile artifacts).
• Strong verbal and written communication skills with the ability to interact effectively with both technical and non technical stakeholders.
• Ability to multitask, prioritize, and support multiple efforts concurrently.
• Ability to work effectively on a geographically distributed team.

Desired qualifications/non essential skills required:

• Working knowledge of the full software development lifecycle (SDLC).
• Experience working with JIRA and Confluence.
• Experience working with Virtual Desktop Infrastructure (VDI).
• Experience/familiarity with: Help Desk Support, Agile Testing, SharePoint Online, Microsoft Teams, and GitHub (as used for collaboration and status updates).

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $52,200.00 $123,800.00.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well being programs

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Equity statement

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [e-mail] . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.