Sr. Product Support Analyst; TSDS

Job Title:

Sr. Product Support Analyst (TSDS)

Location:

Austin, TX – Hybrid

Position Type:
Contract

Interview Mode: MS Teams

The position collaborates closely with Product Owners, Project Management, and technical teams to support statewide education data initiatives.

• Research, analyze, and resolve technical support tickets related TS applications and data submissions.
• Prioritize, troubleshoot, and escape complex issues requiring deeper technical investigation or development team involvement.
• Serve as a business point of contact for support-related meetings and communications.
• Continuously build TSDS knowledge through training, documentation, and agency resources.

• Design, execute, and maintain user acceptance testing plans to validate system functionality and usability.
• Document, track, and manage defects through resolution in collaboration with Product Owners and Project Management teams.
• Gather and analyze end-user feedback to identify enhancements and improve overall user experience.
• Coordinate cross-functional testing efforts to ensure alignment with business requirements and agency standards.

• Develop clear, comprehensive technical documentation for end users.

• Ensure documentation is accurate, current, accessible, and compliant with agency standards.

• Collaborate with Product Owners and technical teams to gather and validate information.

• Produce materials including, but not limited to:

• Simplified promotion logic guides

• Known issues documentation

• Software deployment and release notes

• Newsletters and system updates

• Support customer outreach efforts during peak TSDS data submission periods.
• Document software and data submission issues reported by Education Service Centers (ESCs) and Local Education Agencies (LEAs).
• Present findings and trends to Product Owners, management, and division leadership.
• Maintain regular communication with customers to understand needs, concerns, and opportunities improvement.

• Experience supporting enterprise or statewide data systems.
• Strong analytical and problem-solving skills.
• Experience with user acceptance testing and defect tracking.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with technical and non-technical stakeholders.