Product Support Analyst / Technical writer(Student Data System)

Job Title: Product Support Analyst/ Technical Writer (Student Data System)

Duration: 7 months

Location: Remote

Key Responsibilities

• Research, analyze, and resolve technical support tickets related to the Student Data System and associated data submissions.
• Prioritize, troubleshoot, and escalate complex issues requiring deeper analysis or development team involvement.
• Serve as a business point of contact for support-related meetings and stakeholder communications.
• Design, execute, and manage User Acceptance Testing (UAT) plans to validate functionality and usability.
• Document, track, and coordinate resolution of defects in collaboration with Product Owners and Project Management teams.
• Collect, analyze, and synthesize end-user feedback to improve system functionality and user experience.
• Develop and maintain clear, accurate, and accessible technical documentation for end users, including release notes, known issues, and user guides.
• Ensure all documentation complies with agency standards and accessibility requirements.
• Support customer outreach efforts during peak data submission periods.
• Document and communicate software and data submission issues reported by stakeholders.
• Present findings and insights to Product Owners, management, and division leadership.
• Collaborate closely with cross-functional teams to ensure alignment with business requirements and agency standards.
• Provide training and knowledge transfer to team members and stakeholders as needed.

Required Skills:

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

Preferred Skills:

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