Job Description
Full job description
Job Summary:
The Product Support Analyst provides advanced functional and customer support for applications supporting the Texas Student Data System (TSDS). This role serves as a key liaison between customers, Product Owners, project teams, and technical staff. The analyst is responsible for researching and resolving support issues, supporting user acceptance testing (UAT), developing customer-facing technical documentation, and assisting with customer outreach—particularly during peak TSDS data submission periods.
Responsibilities
Customer Support
Research, analyze, and resolve technical support tickets related to the Texas Student Data System (TSDS) and associated data submissions
Prioritize, track, and escalate issues requiring in-depth analysis or development team involvement
Serve as a business point of contact for support-related meetings and communications
Maintain and expand TSDS system knowledge through training, documentation, and available resources
User Acceptance Testing (UAT)
Design, execute, and support UAT plans to validate TSDS-related functionality and usability
Document, track, and manage defects identified during testing activities
Collaborate with Product Owners and Project Management teams to ensure timely issue resolution
Gather and analyze end-user feedback to identify system and usability improvement opportunities
Coordinate cross-functional testing efforts to ensure alignment with business requirements and agency standards
Technical Documentation
Create, update, and maintain clear, accurate, and comprehensive technical documentation for end users
Ensure documentation complies with agency standards and accessibility requirements
Collaborate with Product Owners and stakeholders to gather, validate, and refine technical content
Develop documentation including, but not limited to:
Simplified promotion logic guides
Known software issues documentation
Software deployment and release notes
Customer communications and newsletters
Customer Relations & Outreach
Assist Product Owner teams with customer outreach during peak TSDS data submission cycles
Document and track software and data submission issues reported by Education Service Centers (ESCs) and Local Education Agencies (LEAs)
Present outreach findings, trends, and recommendations to Product Owners, management, and division leadership
Maintain ongoing communication with customers to understand needs, concerns, and system challenges
