Product Support Analyst 2 - Help Desk and Operations
Product Support Analyst 2 - Help Desk and Operations
Posted on :
26-04-2025
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1 Vacancy
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Job Description
Onsite Austin MetroCloses 05/01
USC/GC no H1B
I. DESCRIPTION OF SERVICES
Texas Education Agency requires the services of 1 Product Support Analyst 2 hereafter referred to as Candidate(s) who meets the general qualifications of Product Support Analyst 2 Technical Services Help Desk and Operations and the specifications outlined in this document for the Texas Education Agency.
User Acceptance Testing (UAT):
Production (Prod) Review:
Customer Support:
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 7 Required Testing Methodologies and Tools: Proficiency in UAT processes test plan creation and familiarity with QA tools. 7 Required Experience with system architectures databases and scripting languages to facilitate effective testing and troubles 7 Required Exceptional working knowledge of testing tools/softwares (i.e. SQL JIRA Swagger Postman TOAD etc) 7 Required Knowledge of industryspecific domains:(i.e. Education Data Standards Texas Education Requirements TEA etc) 5 Required Analytical Thinking: Strong problemsolving skills to identify analyze and resolve defects during testing/prod review 5 Required The ability to meticulously examine test results document findings and ensure adherence to quality standards. 5 Required Excellent communication skills to effectively work with crossfunctional teams 5 Required Prior experience in handling escalated support tickets or working in highlevel technical support roles. 7 Preferred Detailoriented with a focus on quality standards. 5 Preferred Technical knowledge of system architectures and scripting. 5 Preferred Experience in automated testing frameworks.
USC/GC no H1B
I. DESCRIPTION OF SERVICES
Texas Education Agency requires the services of 1 Product Support Analyst 2 hereafter referred to as Candidate(s) who meets the general qualifications of Product Support Analyst 2 Technical Services Help Desk and Operations and the specifications outlined in this document for the Texas Education Agency.
User Acceptance Testing (UAT):
- Develop and execute test plans test cases and test scripts based on business requirements.
- Coordinate with stakeholders to review test objectives and expected outcomes.
- Identify and document bugs or issues and track their resolution with development teams.
- Validate functionality usability and performance of systems against defined criteria.
- Maintain test result records and report findings to project managers.
Production (Prod) Review:
- Conduct postdeployment checks to ensure system stability and functionality in the live environment.
- Monitor and document production issues analyzing root causes for resolution.
- Collaborate with technical teams to address system performance concerns promptly.
- Test newly implemented features or patches in the production environment.
- Provide status updates and recommend improvements to maintain highquality system performance.
Customer Support:
- Analyze and resolve complex customer support tickets escalated to Level 3.
- Investigate and identify root causes of technical issues reported by endusers.
- Collaborate with development teams to address and resolve software defects.
- Perform advanced troubleshooting for system errors and application bugs.
- Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
- Validate fixes and updates in test environments before applying them in production.
- Recommend process improvements based on recurring issues or patterns.
- Ensure timely communication with stakeholders on ticket status and resolution timelines.
II. CANDIDATE SKILLS AND QUALIFICATIONS
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.
Employment Type
Full Time
Key Skills
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