Position | TWK_Product Support Analyst – Education Service Center; ESC State of Texas | Remote in Texas

Requirement details

• Internal job
• Product Support Analyst – Education Service Center (ESC)
• State of Texas
• Austin, TX #Remote

• The position is Remote Anywhere in Texas state
• The program will only allow candidates who are LOCAL TO TEXAS STATE
• Active Texas DL & Linked In  for submission
• Please do not submit candidates who are currently out of state and are planning to move to Texas. Candidates must already reside in Texas.
• EXP: 12+ years Above must

DON’T share profiles without Experience with Education Service Center and Texas Student Data System

• Experience with Education Service Center and Texas Student Data System must

• Customer Support
• Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.
• Prioritize and elevate issues requiring deeper investigation or development team involvement.
• Serve as potential business point of contact for support-related meetings and/or communications
• Gain necessary knowledge and understanding through available resources and training
• 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.
• 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.
• Customer Relations
• 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.