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

Product Support Analyst – Education Service Center (ESC)

Internal job

Remote, Texas state (must be located in Texas);
Austin, TX.

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

• 12+ years of experience.
• Experience with Education Service Center and Texas Student Data System.

• Must be locally based in Texas.
• Active Texas Driver's License and Linked In  for submission.
• Cannot be currently out of state or planning to move to Texas; must already reside in Texas.