Sr. Product Support Analyst (TSDS)

Overview

On Site
Accepts corp to corp applications
Contract - W2
Contract - 31 day((s))

Skills

Technical Documentation
Customer Service
Workday
Project Management
Business Requirements
technical support
Usability Testing
Communication skills
attention to detail
Regulatory Compliance
customer relationship management
Technical Services
Product Support
Help Desk
Software Documentation
performance management
Release notes
Coordination Skills
Corrective and Preventive Action
Knowledge of Purchasing Processes
Technical Writing Skills
Administrative Operations
Subcontractors Relationship Management
Software Engineering
Networking Skills
Testing Skills
Team Working
Billing Processes
Research Skills
Data Systems
Insurance Claim Processing
Acceptance Testing
Programming Tools
Software Tools
Time and Activity Management

Job Details

Job Title: Sr. Product Support Analyst (TSDS)
Location: Austin, TX - Hybrid
Position Type: Contract
Interview Mode: MS Teams
Job Summary
The position collaborates closely with Product Owners, Project Management, and technical teams to support statewide education data initiatives.
Key Responsibilities
Customer Support
  • Research, analyze, and resolve technical support tickets related to TSDS applications and data submissions.
  • Prioritize, troubleshoot, and escalate complex issues requiring deeper technical investigation or development team involvement.
  • Serve as a business point of contact for support-related meetings and communications.
  • Continuously build TSDS knowledge through training, documentation, and agency resources.

User Acceptance Testing (UAT)

  • Design, execute, and maintain user acceptance testing plans to validate system functionality and usability.
  • Document, track, and manage defects through resolution in collaboration with Product Owners and Project Management teams.
  • Gather and analyze end-user feedback to identify enhancements and improve overall user experience.
  • Coordinate cross-functional testing efforts to ensure alignment with business requirements and agency standards.

Technical Documentation

  • Develop clear, comprehensive technical documentation for end users.
  • Ensure documentation is accurate, current, accessible, and compliant with agency standards.
  • Collaborate with Product Owners and technical teams to gather and validate information.
  • Produce materials including, but not limited to:
    • Simplified promotion logic guides
    • Known issues documentation
    • Software deployment and release notes
    • Newsletters and system updates

Customer Relations & Outreach

  • Support customer outreach efforts during peak TSDS data submission periods.
  • Document software and data submission issues reported by Education Service Centers (ESCs) and Local Education Agencies (LEAs).
  • Present findings and trends to Product Owners, management, and division leadership.
  • Maintain regular communication with customers to understand needs, concerns, and opportunities for improvement.

Required Qualifications

  • Experience supporting enterprise or statewide data systems.
  • Strong analytical and problem-solving skills.
  • Experience with user acceptance testing and defect tracking.
  • Excellent written and verbal communication skills.
  • Ability to collaborate effectively with technical and non-technical stakeholders.

II. CANDIDATE SKILLS AND QUALIFICATIONS

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.

Years

Required/Preferred

Experience

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.
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.