Senior Product Support Analyst
Job Summary
Providing advanced functional and production support for the Complaint & Case Management System (CCMS), the full-time Senior Product Support Analyst will monitor application incidents, liaise between business users and technical teams, and manage support documentation in a remote environment.
Key responsibilities
- Monitor, analyze, troubleshoot, and resolve application incidents and service requests for the CCMS
- Document and manage support tickets using Jira Software and Jira Service Management
- Facilitate User Acceptance Testing (UAT) activities and develop training materials for users
Required qualifications
- 8+ years of experience providing production support and incident management for large enterprise applications
- Proficiency in utilizing Atlassian Jira Software, Jira Service Management, and Confluence
- Experience working with business users, stakeholders, and technical teams to resolve application issues
- Strong background in analyzing business requirements and translating them into functional solutions
- Proven ability to work independently with sound judgment and decision-making skills
Complete Job Description
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