Senior Application Support Analyst - Case Management

job summary:

We are seeking a Senior Application Support Analyst to support and enhance a large-scale case management platform. This role will provide advanced production and functional application support, troubleshoot incidents, coordinate User Acceptance Testing (UAT), and partner with business users, product owners, developers, and QA teams to ensure reliable system performance and successful releases.

The ideal candidate brings 8+ years of application support experience with strong skills in incident management, requirements analysis, UAT, user documentation, and stakeholder coordination. Hands-on experience with Jira Software, Jira Service Management, and Confluence is required. Experience supporting cloud-based applications, government or public-sector environments, workflow-driven applications, and Modern Requirements is preferred.

This is a hybrid opportunity supporting a team based in Austin, Texas.

location: Austin, Texas

job type: Contract

salary: $56 - 61 per hour

work hours: 8am to 5pm

education: Bachelors



responsibilities:

Job Responsibilities

• Provide functional and production support for a large-scale case management application.
• Assist users with application issues, service requests, and system-related questions.
• Monitor, troubleshoot, and resolve support incidents in coordination with business and technical teams.
• Maintain support documentation, knowledge base articles, and other user resources.
• Support User Acceptance Testing for system enhancements, integrations, and releases.
• Create test scenarios, execute test cases, document defects, and validate system functionality.
• Work with stakeholders, business analysts, developers, and QA teams to ensure business requirements are met and changes are thoroughly tested before implementation.
• Analyze business requirements and translate them into functional solutions and testing scenarios.
• Develop and deliver training materials, user communications, and support resources.
• Facilitate communication between business users and technical teams.
• Maintain records of support, testing, and related activities.
• Coordinate activities across multiple stakeholders, vendors, and technology teams.
• Contribute to continuous improvement efforts for the application and supporting processes.

qualifications:

Required Qualifications

8+ years of experience providing production support, incident management, and troubleshooting for large-scale applications.

8+ years of experience working directly with business users, stakeholders, and technical teams to resolve application issues.

8+ years of experience analyzing business requirements and translating them into functional solutions and testing scenarios.

8+ years of experience creating and maintaining user documentation, knowledge base articles, and training materials.

8+ years of experience using Atlassian Jira Software, Jira Service Management, and Confluence.

8+ years of experience coordinating activities across multiple stakeholders, vendors, and technology teams.

Strong ability to work independently with limited supervision.

Strong problem-solving, communication, coordination, and organizational skills.

Preferred Qualifications

8+ years of experience supporting government, education, or public-sector technology initiatives.

8+ years of experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices.

5+ years of knowledge or experience with case management concepts, business process automation, and workflow-driven applications.

3+ years of experience using Modern Requirements (MR).

skills:

Confluence,large-scale applications,Atlassian Jira,Jira Service,user documentation,cloud-based applications,communications,communication,Coordinate,coordinating,coordination,organizational skills,troubleshoot,troubleshooting,Strong problem-solving,ability to work independently,User Acceptance Testing (UAT),User Acceptance Testing,user training,Analyze business,business process automation,continuous improvement,business requirements,Case Management,incident management,knowledge base,Product Support,production support,quality assurance,QA,analyzing business requirements,test scenarios,testing scenarios,application support,execute test cases,testing,deliver training

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.