Education Systems Support Analyst

We are seeking an experienced Product Support Analyst III to provide advanced technical support, user testing, documentation, and customer outreach for a large-scale education data system. This role supports help desk operations, product owners, and stakeholders by resolving system issues, executing user acceptance testing, and creating high-quality technical documentation..

• Research, analyze, and resolve technical support tickets related to a statewide student data system and data submissions
• Prioritize and elevate complex issues requiring deeper technical or development team involvement
• Act as a business point of contact for support-related meetings and communications
• Build system knowledge through documentation, training materials, and hands‑on experience

• Design and execute UAT plans to validate system functionality and usability
• Document, track, and coordinate resolution of defects with Product Owners and Project Management teams
• Gather and analyze end-user feedback to improve system performance and usability
• Ensure testing aligns with business requirements and organizational standards

• Create clear, comprehensive, and accessible technical documentation for end users
• Maintain and update documentation to ensure accuracy and compliance with standards
• Collaborate with Product Owners to gather and validate technical details
• Produce materials such as user guides, known issues documentation, release notes, and newsletters
• Document software and data submission issues reported by external users
• Present findings and trends to product teams and leadership
• Maintain consistent communication to understand customer needs and concerns

• 8+ years of experience working with large-scale education or student data systems at the district or vendor level
• 8+ years of customer service experience with strong communication skills
• Proven ability to collaborate with cross‑functional teams
• Strong attention to detail and accuracy in documentation and testing
• Experience training or mentoring team members

• Experience documenting software issues, release notes, and technical guides
• 8+ years of strong technical writing background with the ability to produce clear, concise documentation