What are the responsibilities and job description for the Product Support Analyst 2 - Atlassian Jira Zendesk position at Hill Country Project Management LLC?
RemoteCloses 03 / 12
The primary work location(s) will be at 100% Remote Work Location Within the United States . The working position is Telework. AustinMetro Area residentgs preferred.
I. DESCRIPTION OF SERVICES
Texas Education Agency requires the services of 1 Product Support Analyst 2 hereafter referred to as Candidate(s) who meets the general qualifications of Product Support Analyst 2 Technical Services Help Desk and Operations and the specifications outlined in this document for the Texas Education Agency .
57 years of experience in the field or in a related area. Familiar with standard concepts practices and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
This Support and User Testing Analyst will be responsible for providing firstline support to users experiencing issues with the CRM or TEA Help Desk systems troubleshooting problems and ensuring the smooth operation of the CRM and TEA Help Desk software. This analyst will also develop and conduct training programs tailored to all levels of CRM and TEA Help Desk users from beginners to advanced users to enhance their understanding and efficient use of the systems.
- This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.
- Develops monitors maintains and delivers communication for the CRM and TEA Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications; contributes to and uses knowledge base articles
- Monitors reviews and resolves Customer Relationship Management (CRM) and TEA Help Desk software support incidents at an experienced level ensuring quality analysis customer satisfaction and satisfying SLAs; ability to write edit and review support operating procedures and ticket responses
- Monitors reviews and completes software User Acceptance Testing (UAT) for all CRM and TEA Help Desk products; ensures all issues and enhancement requests are updated accurately and timely
- Preferred : a working knowledge of Jira Software products
II. CANDIDATE SKILLS AND QUALIFICATIONS
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.
Years
Required / Preferred
Experience
Required
Using Atlassian Jira Products (Service Desk and Software)
Required
End User Testing of software releases
Preferred
Using Zendesk Help Desk
Preferred
Using MS Modern Requirements
Key Skills
Land Survey,Access,Jni,Airlines,Application Support
Employment Type : Full Time
Experience : years
