Product Support Analyst

The Client is requires the services of 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 Client.

All work products resulting from the project shall be considered "works made for hire" and are the property of the Client and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Client will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).

5-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particularular 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 first-line 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

CANDIDATE SKILLS AND QUALIFICATIONS

• Using Atlassian Jira Products (Service Desk and Software) Required- 4 Years
• End User Testing of software releases Required- 4 Years
• Using Zendesk Help Desk Preferred 2 Yeare
• Using MS Modern Requirements Preferred 2 Yeare

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.