About Bright Star Bright Star is a forward-thinking technology consultancy that specializes in harnessing the power of data and AI to solve complex business challenges. Our team of experts combines deep technical expertise with strategic insight to deliver innovative solutions that drive meaningful impact for our clients. Role Description Bright Star is recruiting a mid-level Product Support Specialist to support development of a crisis management and operations tool used across the Department. This full-time, on-site role works closely with technical and business stakeholders to gather and document feature requirements, translating business needs into the requirements and user stories that guide product development. You will serve as a key point of contact for users, running Scrum ceremonies and keeping the team's Agile process on track, troubleshooting issues, keeping day-to-day functionality smooth, and continuously improving the platform's performance and reliability. Your work will directly help colleagues across the Department manage crises effectively and keep critical operations running when it matters most. If you want to pair strong technical problem-solving with public service, this is a chance to make a real, behind-the-scenes contribution to the Department's crisis management and operations mission. Key Responsibilities Facilitate Scrum ceremonies (sprint planning, daily standups, retrospectives) to keep the team's Agile process running smoothly and predictably Gather and document feature requirements from stakeholders and translate functional business needs into strategic technical resources Manage the bug/issue/improvement lifecycle, ensuring timely troubleshooting, triage, tracking, and resolution Capture user stories, groom, and record stories within Jira to keep teams on task Manage task assignments and track across the program to ensure work stays on schedule Plan and run user acceptance testing for new features, gather and synthesize feedback, and provide requirements for technology teams to execute Develop and maintain user guides and knowledge management materials, including Knowledge Base Articles (KBAs), SOPs, and related project documentation Manage user groups and access requests to ensure appropriate and timely provisioning Assist with sprint demonstrations, as necessary, to ensure customer satisfaction at the end of each sprint Work hand-in-hand with technical resources such as developers, engineers, and testers to ensure broad understanding of technical details and requirements within each user story Maintain user access groups for communications and within platform Assist the Project Manager with updating status reports, risk registries, Release Notes, and related project documentation Support rapid product development during crisis Task Force operations Required Qualifications Active Top Secret 3-7 years of experience in product support, business analysis, or a related role, ideally supporting a federal government client Bachelor's degree minimum Experience with Jira or similar issue-tracking/agile project management tools Familiarity with data platforms, analytics environments, or AI-enabled tools used in enterprise or federal settings Experience working in on-site federal environments Strong written communication skills, with experience developing user-facing documentation Ability to translate business requirements into technical specifications and vice versa Comfort working directly with both technical teams and non-technical stakeholders Preferred Qualifications Active TS/SCI Prior experience supporting the Department of State in a data, AI, or technology function

Pay:

$130,000.00 - $135,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Paid time off Vision insurance

Experience:

product/platform: 5 years (Required) Security clearance: Top Secret (Required)

Work Location:

Hybrid remote in Washington, DC 20006