Senior Product Support & Training Analyst (CCMS)

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

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.