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.

• 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.

• Assist the Product Owner team with outreach to customers during peak TSDS data submission time frames.
• 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.

• 8 Years – 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.