Product Support Analyst

About Beacon Systems, Inc

Beacon Systems, Inc, delivers Program Management, Science, Engineering, and Technology Solutions to Federal, Commercial, State, and Local Agencies. We are a subsidiary of Radiant Digital Solutions. Our Technology support to many DoD Agencies, NASA, Voice of America, FDA, and State Agencies such as State of FL, RI, MS, ND, VA, and WV extends our delivery of solutions worldwide.

Postion: Product Support Analyst

Location: Austin, Texas 78701

Duration: 12 Months

Job Description:

8+ years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment. 

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 provide functional support for the CCMS, assisting users with application issues, service requests, and system-related questions. The analyst will monitor and resolve support incidents, maintain support documentation and knowledge base articles, and work with business and technical teams to ensure timely resolution of issues. The position requires knowledge of standard concepts, practices, and procedures related to

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.

Required/Preferred skills

• 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 analyzing business requirements and translating them into functional solutions and testing scenarios.
• Experience creating and maintaining user documentation, knowledge base articles and training materials.
• Experience using Atlassian Jira Software, Jira Service Management, and Confluence
  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 Software Development Lifecycle (SDLC) practices.
• Knowledge of case management concepts, business process automation, and workflow-driven applications.
• Experience using Modern Requirements (MR)