Technical Product Support Specialist

Capital Technology Alliance; Tallahassee (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Capital Technology Alliance is seeking a professional to perform business process analysis and provide technical support. The role involves participating in Joint Application Design sessions, validating requirements, and performing software testing.

Ideal candidates will have five years of experience in business process analysis, customer technical support, and software testing, along with strong documentation skills. The position is based in Tallahassee, Florida, offering competitive pay and a collaborative work environment.

Qualifications

• Five years of business process analysis experience on an Agile software development team.
• Five years of customer technical support experience.
• Two years of application development on a Certified Electronic Health Record (EHR) product.
• Five years of software testing experience including executing tests and documenting defects.
• Five years producing business or technical documentation including specifications and process analysis.

Responsibilities

• Participate in JAD sessions to represent business stakeholders.
• Provide accurate responses during JAD sessions regarding software functionality.
• Perform validation of business requirements against processes.
• Conduct User Acceptance Testing (UAT) for developed software.
• Identify and document workflow improvement opportunities.
• Prepare end-user documentation like training materials.
• Support the Department’s HMS and respond to inquiries.
• Research user-reported issues and log defects.
• Communicate issues and enhancements to staff.
• Complete required training as directed by the Department.

Skills

Business process analysis

Technical support

Application development (EHR)

Software testing

Tools

Microsoft Office

Change and configuration management systems

Customer ticketing system

Job description

At Capital Technology Alliance, we believe changing the future of technology means valuing people. We are committed to building a collaborative, high-performing environment where professionals are empowered to deliver meaningful impact. Our teams work on challenging, often high-visibility initiatives that support mission-critical systems, enterprise modernization efforts, and data-driven decision-making.

CTA is proud to demonstrate a high renewal rate with our employees and contractors. We place a high value on expertise. That’s why CTA is committed to paying top rates in the industry and connecting you with positions and flexible engagement options that match your skills and professional goals.

Job Duties

• Participate in Joint Application Design (JAD) sessions with development teams to represent the interests of business stakeholders as directed by the Department
• Provide accurate responses to questions regarding intended software functionality during JAD sessions
• Perform validation of documented business requirements against business processes as directed by the Department
• Perform verification of developed software against business requirements and technical specifications through User Acceptance Testing (UAT) as directed by the Department
• Identify, document, and submit opportunities to improve workflow efficiency and enhance software usability as directed by the Department
• Document improvement opportunities using Microsoft Office and the Department’s change and configuration management system
• Prepare and submit end-user documentation in Microsoft Office, including release documentation, process flows, help screens, training materials, and user assistance guides, as directed by the Department
• Provide daily support for the Department’s HMS, related systems, and downstream consumers of Department data as directed by the Department
• Respond to user inquiries through email and phone support
• Research user-reported issues and document software defects within the Department’s change and configuration management system
• Log user interactions within the customer ticketing system
• Communicate current issues, enhancements, and other relevant information to Department staff through email, telephone, or face-to-face interactions as directed by the Department
• Complete all required job training as directed by the Department
• Provide training completion verification through certificates, sign-in sheets, or the Department’s Learning Management System, as required

Required Qualification

• Five (5) years of documented experience performing business process analysis on an Agile software development team
• Five (5) years of documented customer technical support experience
• Two (2) years of documented experience performing application development on a Certified Electronic Health Record (EHR) product
• Five (5) years of documented experience performing software testing functions, including executing software tests, documenting defects, and writing test cases and test scripts
• Five (5) years of documented experience producing business or technical documentation related to technical specifications, requirements traceability matrices, application interface design, business process analysis, and data flow diagrams