Product Support Technical Writer

CGI is seeking a problem solver with strong technical writing capabilities and experience in Tier 1 help desk/support this role you will serve as a bridge between clients/stakeholders and the development team managing the user support inbox issue triage/escalation content updates and documentation governance while also helping to support the team in translating business needs into clear actionable requirements comprehensive minutes and user stories.
The ideal candidate communicates clearly learns technical concepts quickly produces high quality written deliverables and builds strong working relationships across technical and non technical teams.
This position is located in our Lafayette LA office; however a hybrid working model is acceptable.
Due to the nature of government contracts US Citizenship is required.

As a Product Support & Technical Writer your responsibilities may include but are not limited to:
.Provide daily (MonFri) Tier 1 user support by monitoring the support inbox responding to stakeholder emails promptly and professionally troubleshooting and tracking issues to resolution and escalating to development/management when needed.
.Manage an exception report process: monitor reports identify records/owners needing updates and coordinate communications with stakeholders through completion.
.Prepare and maintain project documentation and artifacts including client deliverables reports user documentation executive summaries Confluence research/spike pages and presentation decks as needed.
.Capture and manage meeting minutes action items and decisions using approved templates delivery tools and documentation repositories.
.Support analysis development and documentation of business functional and technical requirements.
.Participate in stakeholder sessions including joint application development sessions and Agile ceremonies.
.Perform front end QA testing as needed following testing steps to validate acceptance criteria; provide feedback/approvals/comments in JIRA/GitHub.
.Support multiple tasks simultaneously working effectively on a geographically distributed team.

.Education: Bachelors degree in a business related field or Information Systems Management (preferred).
.Experience: Minimum 3 years of Business Analyst (or closely related) experience.
.Strong analytical skills and technical writing ability (requirements meeting minutes user documentation Agile artifacts).
.Strong verbal and written communication skills with the ability to interact effectively with both technical and non technical stakeholders.
.Ability to multitask prioritize and support multiple efforts concurrently.
.Ability to work effectively on a geographically distributed team.

Desired qualifications/non essential skills required:
.Working knowledge of the full software development lifecycle (SDLC).
.Experience working with JIRA and Confluence.
.Experience working with Virtual Desktop Infrastructure (VDI).
.Experience/familiarity with: Help Desk Support Agile Testing SharePoint Online Microsoft Teams and GitHub (as used for collaboration and status updates).

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set level experience relevant training and licensure and certifications. To support the ability to reward for merit based performance CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $52200.00 $123800.00.
CGI Federals benefits are offered to eligible professionals on their first day of employment to include:
.Competitive compensation
.Comprehensive insurance options
.Matching contributions through the 401(k) plan and the share purchase plan
.Paid time off for vacation holidays and sick time
.Paid parental leave
.Learning opportunities and tuition assistance
.Wellness and Well being programs
#CGIFederalJob
#LI-AD1

• Business Analysis
• Communication
• Customer Service & Support
• Help Desk/IT Services
• Technical Writing

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race ethnicity ancestry color sex religion creed age national origin citizenship status disability pregnancy medical condition military and veteran status marital status sexual orientation or perceived sexual orientation gender gender identity and gender expression familial status or responsibilities reproductive health decisions political affiliation genetic information height weight or any other legally protected status or characteristics to the extent required by applicable federal state and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S. please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements and in accordance with applicable laws some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with CGIs legal duty to furnish information.