Sr Product Support Analyst

Hi,

Greetings from DIA SOFTWARE SOLUTIONS LLC!

We reaching out about an exciting Direct client opportunity with one of our clients. Please review the requirements and let me know if you are interested in this position?

Direct client Req:: Need Sr Product Support Analyst ,Remote, TX

PLEASE SEND THE RESUMES TO SKUMAR AT DIASOFTWARESOLUTIONS DOT COM !

Job Description:

• 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

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.

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.

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.

SKILL MATRIX:

Minimum Requirements: 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.

Actual
Years
Experience

Years
Experience
Needed

Required/
Preferred

Skills/Experience

8

Required

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.

DIA SOFTWARE SOLUTIONS LLC.

VENKATESH| DIA SOFTWARE SOLUTIONS LLC.

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DIA SOFTWARE SOLUTIONS is an Affirmative Action/Equal Opportunity Employer that supports workplace diversity. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, gender identity, or genetic information. All Dia soft staff must be able to demonstrate the legal right to work in the United States. DIA SOFTWARE SOLUTIONS is an E-Verify employer