CRM and TEA Help Desk Support/Training Analyst (Systems Analyst V)

Texas Education Agency; Austin (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid holidays & leave

Professional development opportunities

Job summary

Texas Education Agency in Texas seeks a Customer Relationship Management (CRM) and TEA Help Desk Support and Training Analyst in the Office of Information Technology. You will provide first-line CRM/Help Desk support, troubleshoot issues, and develop tailored training for users ranging from beginners to advanced.

You will report to the Associate Commissioner, collaborate with CRM product teams, and help implement training content and procedures while ensuring high-quality customer service across

Qualifications

• Graduation from an accredited four-year college or university.
• At least four (4) years of experience in Training and IT Customer Support Services, to include experience in analyzing and evaluating complex information technology programs, policies, and issues, and developing workable solutions.

Responsibilities

• Monitors, reviews, and resolves CRM and TEA Help Desk incidents at an advanced (senior) level, ensuring quality analysis and customer satisfaction.
• Leads, develops, monitors, maintains, and delivers communication for CRM and TEA Help Desk product teams.
• Acts as a subject matter expert for CRM and TEA Help Desk applications; analyzes issues and proposes solutions; designs and delivers training plans.
• Oversees User Acceptance Testing (UAT) for all CRM and TEA Help Desk products, ensuring timely updates.
• Designs and executes training programs; creates and maintains training docs, KBAs, FAQs, and guidance sheets for TEA staff, ESCs, and LEAs.

Skills

Customer support

Training design

CRM systems

Communication

Education

Bachelor's degree

Tools

Microsoft Dynamics 365

Zendesk

Jira Software

Job description

Agency Information

The Texas Education Agency (TEA) oversees primary and secondary public education in Texas and is committed to improving outcomes for all public school students by providing leadership, guidance, and support to school systems across the state.

Core Values

• We are Determined: We are committed and intentional in pursuing our primary purpose of improving outcomes for students.
• We are People-Centered: We strive to attract, develop, and retain committed talent that reflects the diversity of Texas, with each individual contributing to our shared vision for students.
• We are Learners: We seek evidence, reflect on outcomes, and continuously improve in pursuit of excellence for students.
• We are Servant Leaders: We are public servants committed to improving opportunities for students and supporting those who serve them.

Job Description

About Office of IT

The Office of Information Technology works closely with all agency divisions to implement innovative technology solutions in a cost-efficient manner that supports the goals and priorities of the Texas Education Agency. The Office of IT provides efficient technology solutions and stellar customer services to internal staff, 20 Educational Service Centers, and 1,200-plus public-school districts and charter schools. The following services are provided by IT: leadership on IT initiatives; guidance on security/policy issues; new application development/enhancements; software acquisition; technical support; assistance with technical sections of purchasing documents such as Request for Information (RFI), Request for Offers (RFO), Request for Proposals (RFP); and oversight on the data collection process which helps to support and improve outcomes for all of Texas' 5 million-plus students.

Position Overview

This position serves as the Customer Relationship Management (CRM) and TEA Help Desk Support and Training Analyst in the Customer Relationship Management Division for the Office of Information Technology at the Texas Education Agency.

This Support and Training 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 Associate Commissioner in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.

Flexible Work Location in Texas may be considered for qualified candidates.

Essential Functions

Job duties are not limited to the essential functions mentioned below. You may perform other functions as assigned.

1. 1. Customer Support/Satisfaction: Monitors, reviews, and resolves Customer Relationship Management (CRM) and TEA Help Desk application support incidents at an advanced (senior) level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses
2. 2. Communication: Leads, develops, monitors, maintains, and delivers communication for the CRM and TEA Help Desk product teams; helps coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications
3. 3. Leadership: Possesses leadership skills required for supporting and training IT applications; serves as a subject matter expert for the CRM and TEA Help Desk applications; analyzes issues and provides input to produce and implement solutions; implements training plans and content; collaborates to make decisions and follows up
4. 4. User Acceptance Testing: 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
5. 5. Application Training: Designs and executes training programs that cater to different levels of CRM and TEA Help Desk expertise; delivers a positive training experience to users, consisting of TEA, ESC, and LEA staff, that enables their effective use of the CRM application; responsible for developing and maintaining training documentation, how-to documentation, Knowledge Base Articles (KBAs), Frequently Asked Questions (FAQs), and Click-Sheets

Qualifications

Minimum Qualifications

Education: Graduation from an accredited four-year college or university

Experience: At least four (4) years of experience in Training and IT Customer Support Services, to include experience in analyzing and evaluating complex information technology programs, policies, and issues, and developing workable solutions to complex problems and issues

Substitutions: Each additional year of related experience above the required minimum may substitute for education on a year-for-year basis

Other Qualifications

• Share the belief that all Texas students can achieve at high levels and are able to succeed in college, career, or the military
• Strong verbal and written communication skills that allow for communicating complex program and data requirements to public school staff, other TEA staff, associate, and deputy commissioners
• Interpersonal skills to directly work with and help negotiate priorities and to resolve conflicts among project stakeholders, internal and external team members
• Strong review and editing skills to ensure clear and concise information is communicated internally and externally
• Ability to see beyond role boundaries, and value perspectives from every organizational level
• Proven experience with training adult learners (technical and non-technical users) with different levels of expertise
• Proven experience with customer support practices
• Preferred experience working with Microsoft Dynamics 365, Zendesk, and Atlassian Jira Software tools
• Problem solving skills that allow for Identifying problems, evaluating alternatives, and implementing effective solutions
• Ability to ensure compliance with program policies and procedures, statutes, and rules; and ability to take corrective action(s) as needed
• Ability to work well under pressure making responsible decisions and to remain calm during difficult times
• Ability to work on multiple projects at the same time and work constructively as part of a team or teams
• Organizational skills, to cope with rapidly changing information

New hires, rehires, and internal hires will typically receive a starting salary between the posted minimum and the average pay of employees within the same classification. Offers are based on the candidate's experience and qualifications and consider internal pay equity across employees performing similar work.

The top half of the posted salary range is generally reserved for candidates whose qualifications exceed the role's requirements. The maximum of the range is typically reserved for candidates who significantly exceed the required and preferred qualifications.

Benefits

TEA employees receive a comprehensive benefits package through the State of Texas and the Employee Retirement System of Texas (ERS), supporting health, financial security, and work-life balance.

Benefits include:

• Retirement through ERS and employer-paid health insurance for eligible employees
• Optional dental, vision, and dependent coverage
• Paid state holidays, vacation leave, sick leave, and longevity pay
• Wellness programs, employee assistance programs, and professional development opportunities
• Eligibility for the federal Public Service Loan Forgiveness (PSLF) program

To learn more about benefits available to State of Texas employees, please review the State of Texas Employee Benefits brochure and visit the TEA Compensation and Benefits page .

Military/Veteran Information

Applicants eligible for Military Employment Preference will be considered in accordance with applicable state and federal laws and regulations.

To explore how military experience may align with this role, applicants may review Military Occupational Specialty (MOS) codes within the State's Position Classification Plan. Please refer to the Military Crosswalk and select the occupational category that most closely corresponds with the classification listed in this job posting.

Additional Information

TEA is an equal opportunity employer and complies with all applicable federal and state nondiscrimination laws. Employment decisions are made without regard to race, religion, color, national origin, sex, disability, age, or veteran status.

TEA does not sponsor or assume sponsorship of employment visas.

This position requires the applicant to meet Agency standards and criteria which may include passing a pre-employment criminal background check, prior to being offered employment by the Agency.

To learn more about working at TEA, including hiring timelines, process details, and candidate resources, please visit the Careers at TEA page .

Due to the high volume of applications, we are unable to accept phone calls or respond to all email inquiries. Only candidates selected for an interview will be contacted.