Product Support Analyst Consultant for Texas Education Agency, Austin, Tx

Title: Product Support Analyst 2
Agency: Texas Education Agency
Solicitation: 70125047
Location: 101 E. 15th Street, Austin, Texas 78778
Duration: On-going, no ending date
Visa: Must be US Citizen, Green Card, EAD. No H1B
Telework Policy: The primary work location(s) will be at 100% Remote

Required/Preferred Skills:

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

5-7 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 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

Services are expected to start 04/16/2025 and are expected to complete by 08/31/2025. Total estimated hours per Candidate shall not exceed 872 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.

Services shall be provided during normal business hours unless otherwise coordinated through the Texas Education Agency. Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed.

The primary work location(s) will be at 100% Remote, Work Location With-in the United States. The working position is Telework. Any and all travel, per diem, parking, and/or living expenses shall be at the Candidate's and/or Vendor's expense. Texas Education Agency will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.

The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through Texas Education Agency.