14398 – TSDS Product Support Analyst (remote) – Austin, TX
Start Date: ASAP
Type: Temporary Project
Estimated Duration: 12 months with possible extensions
Work Setting: Remote.
Required:
• LEA/vendor-level experience working with the TSDS (Texas Student Data System) and its data collections (8 years);
• Experience in customer service, with strong communication skills (8 years);
• Strong ability to work closely with cross-functional teams (8 years);
• Excellent communication skills to effectively work with cross-functional teams (8 years);
• High level of accuracy and attention to detail in all documentation tasks (8 years);
• Experience in training other team members (8 years).
Preferred:
• Experience with documenting software issues, release notes, and technical guides (8 years);
• Proven experience in creating clear, concise, and comprehensive technical documentation (8 years).
Responsibilities include but are not limited to the following:
• Responsible for researching and resolving technical support tickets specifically related to the Texas Student Data System (TSDS) and its associated data submissions. This involves prioritizing and escalating complex issues that require deeper investigation or intervention from the development team.
• Design and execute UAT plans to validate the functionality and usability of TSDS-related features. This includes documenting and tracking defects through collaboration with the Product Owner and Project Management teams to ensure timely resolution.
• Create clear and comprehensive technical documentation for end users, ensuring all materials adhere to agency standards and accessibility requirements. Deliverables include simplified promotion logic guides, software deployment release notes, known issue logs, and newsletter updates.
• During peak TSDS data submission periods, you will assist the Product Owner team with proactive outreach to customers. You are responsible for documenting software and data submission issues reported by Education Service Centers (ESC) and Local Education Agencies (LEA).
• Serve as a technical point of contact for support-related meetings and coordinate efforts across departments to ensure testing aligns with business requirements. This involves working closely with the Product Owner team to gather information and present outreach findings to leadership.
• Gathering and analyzing feedback from end users to identify areas for system improvement. By maintaining regular communication with customers, you will work to understand their concerns and enhance the overall user experience of the TSDS platform.
• Leveraging your expert knowledge of TSDS, you will provide training and support to other team members. Additionally, you are responsible for ensuring a full knowledge transfer—including documenting all ongoing work—prior to any departure or contract expiration.