Technical Business Analyst, Product

Public Consulting Group LLC is a public sector solutions and operations improvement firm serving health, education, and human services agencies. The Technical Business Analyst, Product role bridges product management and technical business analysis by managing incidents, resolving defects, translating business and client needs into requirements, and supporting product improvements and releases.

Responsibilities:

• Develops a deep, working knowledge of the EDPlan product, including its configuration, behavior, and the impact of requested changes
• Facilitates core SDLC activities, including requirements gathering and requirement-review sessions, and translates business needs into functional specifications, process and flow diagrams, and wireframes or prototypes
• Owns incident management from start to finish, including identifying and escalating issues promptly, coordinating across technical and business teams to drive timely resolution, and documenting incidents and outcomes for future reference
• Leads defect triage and resolution, including logging issues, partnering with development to determine root cause and establish fix timelines, verifying resolutions, and communicating status to closure
• Coordinates with engineering and QA teams to plan and execute test processes and supports user acceptance testing for new features and releases
• Serves as a primary point of client communication regarding defect status, incident updates, and release timing, translating technical detail into clear updates for non-technical audiences
• Supports product improvement efforts, feature configuration, and new implementations or rollouts, and contributes product-informed perspective to roadmap discussions
• Prioritizes and manages multiple concurrent activity streams, including incidents, defects, and project work, across products and deadlines, escalating issues as appropriate
• Develops documentation, release notes, end-user communications, and supports internal training for new features

Requirements:

• Must be located in one of the following states: FL, GA, NC, SC, VA
• Education: Bachelor's degree, preferably in business, information systems, computer science, or a related field
• Strong critical thinking skills, including the ability to gather information from diverse stakeholders, identify inconsistencies, and navigate ambiguity during incident or defect investigation
• The ability to manage multiple concurrent priorities, including incidents, defects, and project deadlines, while remaining calm and organized under pressure
• Curiosity and enthusiasm, demonstrated through a genuine interest in learning a new product, asking thoughtful questions, and understanding not only what the product does but why it works as it does
• Confident and clear communication skills, both with clients and with technical teams, including during higher-stakes incident or defect conversations
• Sound judgment and the maturity to recognize when to escalate an issue or request assistance
• Strong attention to detail and organizational skills, with the ability to track issues through to resolution
• Remote, with occasional (~10-15%) travel to client sites, PCG offices, and other venues for client and team working sessions/meetings
• Two to five years of relevant experience in business analysis, technical support, incident management, or product-related work
• Familiarity with defect or incident tracking tools (JIRA, ServiceNow), wireframing tools (Axure RP), or data tools (Power BI, SQL) is a plus
• Prior Education field experience, experience with education data systems, or related experience is a plus