Product Support Analyst

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.

CANDIDATE SKILLS AND QUALIFICATIONS

8Years-Required-Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.

8 Years -Required-Customer Service: Experience in customer service with strong communication skills.

8 Years -Required-Collaboration: Strong ability to work closely with cross-functional teams.

8 Years -Required-Communication: Excellent communication skills to effectively work with cross-functional teams.

8 Years -Required-Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.

8 Years -Required-Training and Support: Experience in training other team members.

8 Years -Preferred-Software Documentation: Familiarity with documenting software issues release notes and technical guides.

8 Years -Preferred-Technical Writing: Proven experience in creating clear concise and comprehensive technical documentation.