Product Support Analyst

Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.

• Prioritize and escalate 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 timeframes.

• 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.

Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. Years Required/Preferred Experience 8 Required Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections. 8 Required Customer Service: Experience in customer service, with strong communication skills. 8 Required Collaboration: Strong ability to work closely with cross-functional teams. 8 Required Communication: Excellent communication skills to effectively work with cross-functional teams. 8 Required Attention to Detail: High level of accuracy and attention to detail in all documentation tasks. 8 Required Training and Support: Experience in training other team members. 8 Preferred Software Documentation: Familiarity with documenting software issues, release notes, and technical guides. 8 Preferred Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.

Lumen and / or its clients will not provide equipment (Laptop, monitor, etc.) to the selected contractor. The contractor must have their own equipment. Access to a virtual desktop set up (software) will be provided by Lumen’s client, allowing the user access to the required systems and technology.