Product Support Analyst

Job ID: TX-90105)

Hybrid/Local TX Govt/TEA TSDS Product Support Analyst (15+) with Technical Writing, ticketing, UAT and education experience

Location: Austin, TX (TEA)
Duration: 6 Months

Skills:
8 Required Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.
8 Required Customer Service: Experience in customer service, with strong communication skills.
8 Required Collaboration: Strong ability to work closely with cross-functional teams.
8 Required Communication: Excellent communication skills to effectively work with cross-functional teams.
8 Required Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.
8 Required Training and Support: Experience in training other team members.
8 Preferred Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.
8 Preferred Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.

Job Description:
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

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.

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.

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.

70126037.docx