Product Support Analyst

Customer SupportResearch 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 communicationsGain necessary knowledge and understanding through available resources and trainingUser TestingDesign 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 requirementsCollaborate 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.II. Candidate Skills and QualificationsMinimum 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.Years - Required/Preferred - Experience8 - 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 Solutions Group Inc. is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.