Support Analyst

We have an exciting Support Analyst opportunity with a state agency in Austin, TX. This is a long‑term (12+ months) contract role. The position will research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions. Responsibilities Customer Support – 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. Qualifications 8+ years experience in Texas Student Data System (TSDS) at the LEA/vendor level. Customer Service experience with strong communication skills. Strong ability to work closely with cross‑functional teams. Excellent communication skills to effectively work with cross‑functional teams. High level of accuracy and attention to detail in all documentation tasks. Experience in training other team members. Familiarity with documenting software issues, release notes, and technical guides. Proven experience in creating clear, concise, and comprehensive technical documentation. Benefits Work on a highly innovative team with cutting‑edge technology. Great opportunity to make a big impact and take ownership on technology initiatives. Altruistic work. Competitive compensation and benefits including health, dental, vision, life and accident insurance, short‑term disability insurance and more! Seniority Level Mid‑Senior level Employment Type Contract Job Function Information Technology Industries Higher Education, Education Administration Programs, and Primary and Secondary Education EEO Statement Luna Data Solutions, Inc. (LDS) provides equal employment opportunities to all employees. All applicants will be considered for employment. LDS prohibits discrimination and harassment of any type regarding age, race, color, religion, sexual orientation, gender identity, sex, national origin, genetics, protected veteran status, and/or disability status. #J-18808-Ljbffr