Technical Business Analyst, Product

Public Consulting Group; North Carolina; On-site; USD 73,000 - 90,000; Full time

Job summary

Public Consulting Group is seeking a capable Business Analyst/Incident Manager to support education technology products like EDPlan. You will gather requirements, translate needs into specifications, and manage incidents, defects, and releases through cross-functional teams.

You will liaise with clients and engineering, contribute to test planning, and support product improvements and roadmaps with practical, user-focused insights.

Qualifications

• Bachelor's degree in business, information systems, computer science, or related field.
• Strong critical thinking and problem-solving during incident/defect work.
• Ability to manage multiple priorities under pressure with clear client/tech comms.
• Curiosity and willingness to learn a new product and ask thoughtful questions.
• Experience with incident management or product-related work is a plus.

Responsibilities

• Develops a deep, working knowledge of the EDPlan product, including its configuration, behavior, and the impact of requested changes.
• Facilitates core SDLC activities, including requirements gathering and requirement-review sessions, and translates business needs into functional specifications, process and flow diagrams, and wireframes or prototypes.
• Owns incident management from start to finish, including identifying and escalating issues promptly, coordinating across technical and business teams to drive timely resolution, and documenting incidents and outcomes for future reference.
• Leads defect triage and resolution, including logging issues, partnering with development to determine root cause and establish fix timelines, verifying resolutions, and communicating status to closure.
• Coordinates with engineering and QA teams to plan and execute test processes and supports user acceptance testing for new features and releases.
• Serves as a primary point of client communication regarding defect status, incident updates, and release timing, translating technical detail into clear updates for non-technical audiences.
• Supports product improvement efforts, feature configuration, and new implementations or rollouts, and contributes product-informed perspective to roadmap discussions.
• Prioritizes and manages multiple concurrent activity streams, including incidents, defects, and project work, across products and deadlines, escalating issues as appropriate.
• Develops documentation, release notes, end-user communications, and supports internal training for new features.

Skills

Critical thinking

Communication

Stakeholder management

Curiosity

Organizational skills

Attention to detail

Multitasking

Education

Bachelor's degree

Tools

JIRA

ServiceNow

Axure RP

Power BI

SQL

Job description

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed.

Services

• Teaching
• Learning Solutions
• Data Systems
• IT Solutions
• Financial Solutions
• Equity in Education
• Equitable Education
• Recovery Services

Key Responsibilities

• Develops a deep, working knowledge of the EDPlan product, including its configuration, behavior, and the impact of requested changes.
• Facilitates core SDLC activities, including requirements gathering and requirement-review sessions, and translates business needs into functional specifications, process and flow diagrams, and wireframes or prototypes.
• Owns incident management from start to finish, including identifying and escalating issues promptly, coordinating across technical and business teams to drive timely resolution, and documenting incidents and outcomes for future reference.
• Leads defect triage and resolution, including logging issues, partnering with development to determine root cause and establish fix timelines, verifying resolutions, and communicating status to closure.
• Coordinates with engineering and QA teams to plan and execute test processes and supports user acceptance testing for new features and releases.
• Serves as a primary point of client communication regarding defect status, incident updates, and release timing, translating technical detail into clear updates for non-technical audiences.
• Supports product improvement efforts, feature configuration, and new implementations or rollouts, and contributes product-informed perspective to roadmap discussions.
• Prioritizes and manages multiple concurrent activity streams, including incidents, defects, and project work, across products and deadlines, escalating issues as appropriate.
• Develops documentation, release notes, end-user communications, and supports internal training for new features.

Required Skills And Experience

• Education: Bachelor's degree, preferably in business, information systems, computer science, or a related field.
• Strong critical thinking skills, including the ability to gather information from diverse stakeholders, identify inconsistencies, and navigate ambiguity during incident or defect investigation.
• The ability to manage multiple concurrent priorities, including incidents, defects, and project deadlines, while remaining calm and organized under pressure.
• Curiosity and enthusiasm, demonstrated through a genuine interest in learning a new product, asking thoughtful questions, and understanding not only what the product does but why it works as it does.
• Confident and clear communication skills, both with clients and with technical teams, including during higher-stakes incident or defect conversations.
• Sound judgment and the maturity to recognize when to elevate an issue or request assistance.
• Strong attention to detail and organizational skills, with the ability to track issues through to resolution.

Preferred Experience

• Two to five years of relevant experience in business analysis, technical support, incident management, or product-related work.
• Familiarity with defect or incident tracking tools (JIRA, ServiceNow), wireframing tools (Axure RP), or data tools (Power BI, SQL) is a plus.
• Prior Education field experience, experience with education data systems, or related experience is a plus.

Working Conditions

• Remote, with occasional (~10-15%) travel to client sites, PCG offices, and other venues for client and team working sessions/meetings

Supervisory Responsibility

• N/A

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Compensation

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

Range: $73,000 - $90,000

PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.