Product Support Analyst 3

Title: Product Support Analyst 3
Duration: 09/01/2026 - 08/31/2027
Work Hours: Mon to Fri 8am to 5pm CST
Location: William B. Travis State Building, 1701 North Congress Avenue, Austin, Texas 78701
Position: Remote


This position works under limited supervision with considerable latitude for the use of initiative and independent judgment. The Product Support Analyst will collaborate with business stakeholders, product owners, developers, quality assurance resources, and end users to ensure the successful operation, support, and continuous improvement of the Consolidated Case Management System.

The Product Support Analyst III will support User Acceptance Testing (UAT) activities for system enhancements, integrations, and releases by creating test scenarios, executing test cases, documenting defects, and validating system functionality. The analyst will collaborate with stakeholders, business analysts, and development teams to ensure business requirements are met and that system 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 continuous improvement efforts. This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and requires 8+ years of experience in the field or a related area. The successful candidate relies on experience and sound judgment to plan and accomplish goals, with a certain degree of creativity and latitude expected in the performance of assigned duties.II. CANDIDATE SKILLS AND QUALIFICATIONSMinimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Years Required/Preferred Experience
8 Required Experience providing production support, incident management, and troubleshooting for large-scale applications
8 Required Experience working directly with business users, stakeholders, and technical teams to resolve 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 base articles and training materials.
8 Required Experience using Atlassian Jira Software, Jira Service Management, and Confluence
8 Required Experience coordinating activities across multiple stakeholders, vendors, and technology teams
8 Preferred Experience supporting government, education, or public-sector technology initiatives.
8 Preferred Experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices.
5 Preferred Knowledge of case management concepts, business process automation, and workflow-driven applications
3 Preferred Experience using Modern Requirements (MR)