Product Support Analyst Consultant for Texas Education Agency Austin Tx
Product Support Analyst Consultant for Texas Education Agency Austin Tx
Posted on :
07-04-2025
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1 Vacancy
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Job Description
Title: Product Support Analyst 2
Agency: Texas Education Agency
Solicitation:
Location: 101 E. 15th Street Austin Texas 78778
Duration: Ongoing no ending date
Visa: Must be US Citizen Green Card EAD. No H1B
Telework Policy: The primary work location(s) will be at 100 Remote
Required/Preferred Skills:
57 years of experience in the field or in a related area.
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 100 Remote Work Location Within the United States. The working position is Telework. Any and all travel per diem parking and/or living expenses shall be at the Candidates and/or Vendors expense. Texas Education Agency will provide preapproved written authorization for travel for any services to be performed away from the primary work location(s). Preapproved 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 preapproved through Texas Education Agency.
Agency: Texas Education Agency
Solicitation:
Location: 101 E. 15th Street Austin Texas 78778
Duration: Ongoing no ending date
Visa: Must be US Citizen Green Card EAD. No H1B
Telework Policy: The primary work location(s) will be at 100 Remote
Required/Preferred Skills:
- 4 years Required Using Atlassian Jira Products (Service Desk and Software)
- 8 years Required End User Testing of software releases
- 2 years Preferred Using Zendesk Help Desk
- 2 years Preferred Using MS Modern Requirements
57 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 independentjudgment.
- This Support and User Testing Analyst will be responsible for providing firstline support to users experiencing issues with the CRM or TEA Help Desk systems troubleshooting problems and ensuring the smooth operation of the CRM and TEA Help Desk software.
- This analyst will also develop and conduct training programs tailored to all levels of CRM and TEA Help Desk users from beginners to advanced users to enhance their understanding and efficient use of the systems.
- This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.
- Develops monitors maintains and delivers communication for the CRM and TEA Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications; contributes to and uses knowledge base articles.
- Monitors reviews and resolves Customer Relationship Management (CRM) and TEA Help Desk software support incidents at an experienced level ensuring quality analysis customer satisfaction and satisfying SLAs; ability to write edit and review support operating procedures and ticket responses.
- Monitors reviews and completes software User Acceptance Testing (UAT) for all CRM and TEA Help Desk products; ensures all issues and enhancement requests are updated accurately and timely.
- Preferred:a working knowledge of Jira Software products
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 100 Remote Work Location Within the United States. The working position is Telework. Any and all travel per diem parking and/or living expenses shall be at the Candidates and/or Vendors expense. Texas Education Agency will provide preapproved written authorization for travel for any services to be performed away from the primary work location(s). Preapproved 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 preapproved through Texas Education Agency.
Debbie Pedigo
CEO / Senior Staffing Consultant
830.433.4604
210.401.4501
Pedigo Staffing Services
We Are Connected
PedigoStaffing
Proudly serving Texans for 10 years!
CEO / Senior Staffing Consultant
830.433.4604
210.401.4501
Pedigo Staffing Services
We Are Connected
PedigoStaffing
Proudly serving Texans for 10 years!
Required Experience:
IC
Employment Type
Full Time
Key Skills
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