Senior Product Support Analyst

Job not on LinkedIn

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $56 - $66 / hour

⏳ Contract/Temporary

🟠 Senior

📞 Support Engineer

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Air InfoSec

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

💼 Consulting

🎖️ Defense

🔒 Cybersecurity

Consulting • Defense • Cybersecurity

Air InfoSec is a cybersecurity firm that secures critical IT and cloud systems and provides elite cleared cybersecurity talent. It delivers end-to-end services including infrastructure and cloud security, penetration testing and red team operations, incident response and digital forensics, threat hunting, and governance, risk & compliance consulting. Air InfoSec also offers recruiting, staffing, and talent-sourcing for cleared and certified professionals to support permanent, contract, and project-based cybersecurity needs, emphasizing disciplined, military-background teams for government and enterprise clients.

📋 Description

• Provide functional support for the CCMS platform, assisting users with application issues, service requests, and system-related questions • Monitor and resolve support incidents in a timely manner • Maintain support documentation and knowledge base articles • Coordinate with business and technical teams to ensure timely issue resolution • Support User Acceptance Testing activities for system enhancements, integrations, and releases • Create test scenarios, execute test cases, document defects, and validate system functionality • Collaborate with stakeholders, business analysts, and development teams to confirm business requirements are met before implementation • Assist in developing and delivering training materials and user communications for the CCMS platform • Facilitate communication between business users and technical teams • Maintain records of support and testing activities and contribute to continuous improvement efforts

🎯 Requirements

• Minimum 8 years of experience providing production support, incident management, and troubleshooting for large-scale applications • Minimum 8 years of experience working directly with business users, stakeholders, and technical teams to resolve application issues • Minimum 8 years of experience analyzing business requirements and translating them into functional solutions and testing scenarios • Minimum 8 years of experience creating and maintaining user documentation, knowledge base articles, and training materials • Minimum 8 years of experience using Atlassian Jira Software, Jira Service Management, and Confluence • Minimum 8 years of experience coordinating activities across multiple stakeholders, vendors, and technology teams • Preferred: 8 years of experience supporting government, education, or public sector technology initiatives • Preferred: 8 years of experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices • Preferred: 5 years of knowledge of case management concepts, business process automation, and workflow-driven applications • Preferred: 3 years of experience using Modern Requirements (MR) • May be required to work outside normal business hours, including weekends, evenings, and holidays • Overtime hours must be coordinated and pre-approved through the Texas Education Agency