TX GovtTEA TSDS Product Support Analyst

Job ID: TX- ()

Hybrid/Local TX Govt/TEA TSDS Product Support Analyst (15) with Technical Writing ticketing UAT and education experience

Location: Austin TX (TEA)
Duration: 6 Months

Skills:
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.

Job Description:
Customer Support
Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.
Prioritize and escalate issues requiring deeper investigation or development team involvement.
Serve as potential business point of contact for support-related meetings and/or communications
Gain necessary knowledge and understanding through available resources and training

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 accu* up-to-date and adhere to agency standards and accessibility requirements
Collabo* 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.

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