What are the responsibilities and job description for the Technical Product Support Specialist position at Capital Technology Alliance?
About Capital Technology Alliance:
At Capital Technology Alliance, we believe changing the future of technology means valuing people. We are committed to building a collaborative, high-performing environment where professionals are empowered to deliver meaningful impact. Our teams work on challenging, often high-visibility initiatives that support mission-critical systems, enterprise modernization efforts, and data-driven decision-making.
CTA is proud to demonstrate a high renewal rate with our employees and contractors. We place a high value on expertise. That’s why CTA is committed to paying top rates in the industry and connecting you with positions and flexible engagement options that match your skills and professional goals.
Job Duties
- Participate in Joint Application Design (JAD) sessions with development teams to represent the interests of business stakeholders as directed by the Department
- Provide accurate responses to questions regarding intended software functionality during JAD sessions
- Perform validation of documented business requirements against business processes as directed by the Department
- Perform verification of developed software against business requirements and technical specifications through User Acceptance Testing (UAT) as directed by the Department
- Identify, document, and submit opportunities to improve workflow efficiency and enhance software usability as directed by the Department
- Document improvement opportunities using Microsoft Office and the Department’s change and configuration management system
- Prepare and submit end-user documentation in Microsoft Office, including release documentation, process flows, help screens, training materials, and user assistance guides, as directed by the Department
- Provide daily support for the Department’s HMS, related systems, and downstream consumers of Department data as directed by the Department
- Respond to user inquiries through email and phone support
- Research user-reported issues and document software defects within the Department’s change and configuration management system
- Log user interactions within the customer ticketing system
- Communicate current issues, enhancements, and other relevant information to Department staff through email, telephone, or face-to-face interactions as directed by the Department
- Complete all required job training as directed by the Department
- Provide training completion verification through certificates, sign-in sheets, or the Department’s Learning Management System, as required
Required Qualification
- Five (5) years of documented experience performing business process analysis on an Agile software development team
- Five (5) years of documented customer technical support experience
- Two (2) years of documented experience performing application development on a Certified Electronic Health Record (EHR) product
- Five (5) years of documented experience performing software testing functions, including executing software tests, documenting defects, and writing test cases and test scripts
- Five (5) years of documented experience producing business or technical documentation related to technical specifications, requirements traceability matrices, application interface design, business process analysis, and data flow diagrams
ms.