TSDS Customer Support Analyst; System Analyst IV

Position: TSDS Customer Support Analyst (System Analyst IV)

Agency Information

The Texas Education Agency (TEA) oversees primary and secondary public education in Texas and is committed to improving outcomes for all public school students by providing leadership, guidance, and support to school systems across the state.

Core Values

• We are Determined:
  We are committed and intentional in pursuing our primary purpose of improving outcomes for students.
• We are People-Centered:
  We strive to attract, develop, and retain committed talent that reflects the diversity of Texas, with each individual contributing to our shared vision for students.
• We are Learners:
  We seek evidence, reflect on outcomes, and continuously improve in pursuit of excellence for students.
• We are Servant Leaders:
  We are public servants committed to improving opportunities for students and supporting those who serve them.

Job Description
About Office of IT

The Office of Information Technology works closely with all agency divisions to implement innovative technology solutions in a cost-efficient manner that supports the goals and priorities of the Texas Education Agency. The Office of IT provides efficient technology solutions and stellar customer services to internal staff, 20 Educational Service Centers, and 1,200-plus public-school districts and charter schools. The following services are provided by IT: leadership on IT initiatives;

guidance on security/policy issues; new application development/enhancements; software acquisition; technical support; assistance with technical sections of purchasing documents such as Request for Information (RFI), Request for Offers (RFO), Request for Proposals (RFP); and oversight on the data collection process which helps to support and improve outcomes for all of Texas' 5 million-plus students.

Position Overview

This position serves as the Texas Student Data System (TSDS) Customer Support Analyst in the Customer Relationship Division for the Office of Information Technology at the Texas Education Agency. This role is critical for improving school outcomes by supporting TSDS, which is the principal data collection system for the state of Texas public school system, including products for state and federal data reporting requirements.

This position performs advanced (senior level) computer systems analysis work and provides technical support for TSDS data collections and applications. This analyst will be responsible for providing technical support for Tier-3 tickets reported through the TSDS Incident Management System (TIMS) in accordance with the documented service level agreements (SLAs). This position is the primary liaison for escalations into and outside of TEA.

Additional responsibilities include facilitating support meetings with our customer and conducting User Acceptance Testing of new system functionality.

This position works under limited supervision with considerable latitude for the use of initiative and independent judgment.

Flexible work location in Texas may be considered for qualified candidates.

Applicants who are strongly being considered for employment must submit to a national criminal history background check.

Essential Functions

Job duties are not limited to the essential functions mentioned below. You may perform other functions as assigned.

1. Technical Support: resolves support issues, while satisfying quality assurance measures and service level agreements
2. User Acceptance Testing: completes assigned testing within deadlines; may require work outside normal business hours
3. System Analysis: monitors the TSDS applications and oversees and/or triages support for any identified technical issues
4. Data Analysis: conducts thorough analysis of data submitted by local education agencies to ensure data accuracy and completeness
5. Communication: facilitates meetings and actively engages customers to satisfy customer satisfaction expectations and measures
Qualifications

Minimum Qualifications

Education:

Graduation from an accredited four-year college or university

Experience:

At least four (4) years of experience in technical support role to include experience writing and interpreting SQL queries, and understanding XML & JSON data types, syntax…