Sr. Product Support Analyst

Austin, TX, US • Posted 10 hours ago • Updated 10 hours ago
Contract W2
On-site
Hourly
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Job Details

Skills

  • Customer Support
  • Research
  • Technical Support
  • Accessibility
  • Promotions
  • Software Deployment
  • Usability Testing
  • Acceptance Testing
  • Usability
  • Project Management
  • User Experience
  • Testing
  • Customer Relationship Management (CRM)
  • Team Management
  • Leadership
  • Collections
  • Customer Service
  • Collaboration
  • Communication
  • Attention To Detail
  • Documentation
  • Training
  • Software Documentation
  • Release Notes
  • Technical Writing
  • DICE

Summary

City : Austin

State : Texas

Neos is Seeking a TSDS Support Analystfor a long-term contract role with our client in Austin, TX.

***REMOTE ***

No calls, no emails, please respond directly to the "apply" link with your resume and contact details.

Customer Support

  • Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.
  • Prioritize and escalate issues requiring deeper investigation or development team involvement.
  • Serve as potential business point of contact for support-related meetings and/or communications
  • Gain necessary knowledge and understanding through available resources and training

Technical Documentation:

  • Create comprehensive and clear technical documentation for end users.
  • Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements
  • Collaborate closely with the Product Owner team to gather necessary information.
  • Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates.

User Testing

  • Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features.
  • Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner and Project Management teams.
  • Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience.
  • Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards.

Customer Relations:

  • Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes.
  • Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency (LEA) customers.
  • Present outreach findings to the Product Owner team, management, and division leadership.
  • Maintain regular communication with customers to understand their needs and concerns.

CANDIDATE SKILLS AND QUALIFICATIONS

Required Skills/Experience

  • 8 years - Required - Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.
  • 8 years - Required - Customer Service: Experience in customer service, with strong communication skills.
  • 8 years - Required - Collaboration: Strong ability to work closely with cross-functional teams
  • 8 years - Required - Communication: Excellent communication skills to effectively work with cross-functional teams
  • 8 years - Required - Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.
  • 8 years - Required - Training and Support: Experience in training other team members.

Preferred Skills/Experience

  • 8 years - Preferred - Software Documentation: Familiarity with documenting software issues, release notes, and technical guides
  • 8 years - Preferred - Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.

#DICE

#LI-CK
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10111245
  • Position Id: a0FRb00000HTpa2MAD
  • Posted 10 hours ago

Company Info

About Neos Consulting

What makes Neos unique and different from other firms?  We treat our consultants like valued customers. The owners of Neos are career onsite IT consultants.  We understand the demands of being a consultant at a customer site – we lived it every day.  We’ve built and run Neos to provide a first-class experience for our consultants.  Neos has been twice recognized as a Best Places to Work by the Austin Business Journal.  Founded in South Austin in 2003, Neos is an IT consulting and staffing firm specializing in state and local government, public agencies, K-12, and higher education customers.  Neos is the #1 provider of IT Staff Augmentation services to Texas state and local governments via the Texas Department of Information Resources.  We have been recognized twice by Inc. magazine as one the fastest-growing companies in America and twice by Austin Business Journal as a Fast 50 company in Central Texas.

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