Position: ServiceNow Administrator
Duration: 12 months with extension Possible
Remote Work
Job ID: 70127077
Agency: TEA
Anticipated start date: 09/01/2026
DESCRIPTION OF SERVICES
Texas Education Agency requires the services of 1 Product Support Analyst 3, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 3, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Texas Education Agency.
All work products resulting from the project shall be considered "works made for hire" and are the property of the Texas Education Agency and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Texas Education Agency will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).
8+ years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
The Product Support Analyst III will serve as a key member of the Complaint & Case Management (CCMS) product team and will be responsible for providing advanced application support, coordinating user acceptance testing, developing user training and communications, and supporting the ongoing enhancement and adoption of the CCMS platform.
The Product Support Analyst III will provide functional support for the CCMS, assisting users with application issues, service requests, and system-related questions. The analyst will monitor and resolve support incidents, maintain support documentation and knowledge base articles, and work with business and technical teams to ensure timely resolution of issues. The position requires knowledge of standard concepts, practices, and procedures related to
This position works under limited supervision with considerable latitude for the use of initiative and independent judgment. The Product Support Analyst will collaborate with business stakeholders, product owners, developers, quality assurance resources, and end users to ensure the successful operation, support, and continuous improvement of the Consolidated Case Management System.
The Product Support Analyst III will support User Acceptance Testing (UAT) activities for system enhancements, integrations, and releases by creating test scenarios, executing test cases, documenting defects, and validating system functionality. The analyst will collaborate with stakeholders, business analysts, and development teams to ensure business requirements are met and that system changes are thoroughly tested prior to implementation.
The Product Support Analyst III will assist in developing and delivering training materials, user communications, and support resources to promote effective use of the CCMS platform. The analyst will help facilitate communication between business users and technical teams, maintain records of support and testing activities, and contribute to continuous improvement efforts. This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and requires 8+ years of experience in the field or a related area. The successful candidate relies on experience and sound judgment to plan and accomplish goals, with a certain degree of creativity and latitude expected in the performance of assigned duties.
CANDIDATE SKILLS AND QUALIFICATIONS
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Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
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Years
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Required/Preferred
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Experience
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8
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Required
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Experience providing production support, incident management, and troubleshooting for large-scale applications
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8
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Required
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Experience working directly with business users, stakeholders, and technical teams to resolve application issues
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8
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Required
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Experience analyzing business requirements and translating them into functional solutions and testing scenarios.
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8
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Required
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Experience creating and maintaining user documentation, knowledge base articles and training materials.
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8
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Required
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Experience using Atlassian Jira Software, Jira Service Management, and Confluence
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8
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Required
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Experience coordinating activities across multiple stakeholders, vendors, and technology teams
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8
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Preferred
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Experience supporting government, education, or public-sector technology initiatives.
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8
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Preferred
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Experience supporting cloud-based applications and modern Software Development Lifecycle (SDLC) practices.
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5
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Preferred
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Knowledge of case management concepts, business process automation, and workflow-driven applications
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3
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Preferred
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Experience using Modern Requirements (MR)
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TERMS OF SERVICE
Services are expected to start 09/01/2026 and are expected to complete by 08/31/2027. Total estimated hours per Candidate shall not exceed 1984 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.
WORK HOURS AND LOCATION
Services shall be provided during normal business hours unless otherwise coordinated through the Texas Education Agency. Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed.
The primary work location(s) will be at William B. Travis State Building, 1701 North Congress Avenue, Austin, Texas 78701. The working position is Telework. Any and all travel, per diem, parking, and/or living expenses shall be at the Candidate's and/or Vendor's expense. Texas Education Agency will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.
The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through Texas Education Agency.
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