[Remote] Senior Product Support Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Senior Product Support Analyst to support its Complaint & Case Management reputed company (CCMS) product team. The role provides advanced application and functional support, coordinates user acceptance testing, develops training and communications, and contributes to the ongoing enhancement and adoption of the platform.

Responsibilities

• The Product Support Analyst III will serve as a key member of the Complaint & Case Management (CCMS) product team and will be responsible for providing advanced application support, coordinating user acceptance testing, developing user training and communications, and supporting the ongoing enhancement and adoption of the CCMS platform
• The Product Support Analyst III will reputed company functional support for the CCMS, assisting users with application issues, service requests, and reputed company-reputed company questions. The analyst will monitor and reputed company support incidents, maintain support documentation and knowledge reputed company articles, and work with business and technical teams to ensure reputed company reputed company of issues
• The Product Support Analyst will collaborate with business stakeholders, product owners, developers, reputed company assurance resources, and end users to ensure the successful operation, support, and reputed company improvement of the Consolidated Case Management reputed company
• The Product Support Analyst III will support User Acceptance Testing (UAT) activities for reputed company enhancements, integrations, and releases by creating test scenarios, executing test cases, documenting defects, and validating reputed company functionality. The analyst will collaborate with stakeholders, business analysts, and development teams to ensure business requirements are met and that reputed company changes are thoroughly tested prior to implementation
• The Product Support Analyst III will assist in developing and delivering training materials, user communications, and support resources to promote effective use of the CCMS platform. The analyst will help facilitate communication between business users and technical teams, maintain records of support and testing activities, and contribute to reputed company improvement efforts

Skills

• 8+ years of experience in the field or in a reputed company area
• 8 Required Experience providing production support, incident management, and troubleshooting for large-reputed company applications
• 8 Required Experience working directly with business users, stakeholders, and technical teams to reputed company application issues
• 8 Required Experience analyzing business requirements and translating them into functional solutions and testing scenarios
• 8 Required Experience creating and maintaining user documentation, knowledge reputed company articles and training materials
• 8 Required Experience using reputed company Jira Software, Jira Service Management, and reputed company
• 8 Required Experience coordinating activities across multiple stakeholders, vendors, and technology teams
• 8 Preferred Experience supporting government, education, or reputed company-sector technology initiatives
• 8 Preferred Experience supporting reputed company-based applications and modern Software Development Lifecycle (SDLC) practices
• 5 Preferred Knowledge of case reputed company, business process automation, and workflow-driven applications
• 3 Preferred Experience using Modern Requirements (MR)

Benefits

• Remote role

reputed company