Product Support Analyst

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.

• Assist the Product Owner team with outreach to customers during peak 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.

• LEA/vendor-level experience working with the SDS and its data collections.
• Customer Service:
  Experience in customer service, with strong communication skills.
• Collaboration:
  
  Strong ability to work closely with cross-functional teams.
• Communication:
  Excellent communication skills to effectively work with cross-functional teams.
• Attention to Detail:
  High level of accuracy and attention to detail in all documentation tasks.
• Training and Support:
  Experience in training other team members.
• Software Documentation:
  Familiarity with documenting software issues, release notes, and technical guides.
• Technical Writing:
  Proven experience in creating clear, concise, and comprehensive technical documentation.