Sr. Product Support Analyst

About the Role

Neos is seeking a TSDS Support Analyst for a long-term contract role with our client in Austin, TX. This is a remote position.

Responsibilities

• 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.
• 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.
• Produce documents including, but not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates.
• 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.
• 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.

Required Skills/Experience

• 8 years – Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.
• 8 years – Customer Service: Experience in customer service, with strong communication skills.
• 8 years – Collaboration: Strong ability to work closely with cross-functional teams.
• 8 years – Communication: Excellent communication skills to effectively work with cross-functional teams.
• 8 years – Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.
• 8 years – Training and Support: Experience in training other team members.

Preferred Skills/Experience

• 8 years – Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.
• 8 years – Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.