Senior Product Support & Incident Analyst

System Soft Technologies; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

System Soft Technologies in Austin, TX, is seeking a Production Support Analyst for a 12-month engagement to troubleshoot large-scale applications and coordinate with business users, stakeholders, and technical teams. The role emphasizes incident management, requirements analysis, and knowledge base documentation.

You will work with cloud-based applications, modern SDLC practices, and MR for requirements, while collaborating with vendors and multiple teams to deliver functional solutions.

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 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)

Skills

Production support

Stakeholder engagement

Requirements analysis

Documentation

Jira Confluence

Coordination

Public sector

Cloud SDLC

Case management

MR (Modern Requirements)

Tools

Jira Software

Jira Service Management

Confluence

Job description

System Soft Technologies in Austin, TX, is seeking a Production Support Analyst for a 12-month engagement to troubleshoot large-scale applications and coordinate with business users, stakeholders, and technical teams. The role emphasizes incident management, requirements analysis, and knowledge base documentation.

You will work with cloud-based applications, modern SDLC practices, and MR for requirements, while collaborating with vendors and multiple teams to deliver functional solutions.