TSDS Customer Support Analyst (System Analyst IV)

Texas Education Agency; Austin (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

The Texas Education Agency (TEA) is seeking a Senior TSDS Customer Support Analyst in the Office of Information Technology to support TSDS data collections and applications. This role serves as the primary liaison for escalations and coordinates with the TIMS incident management system to ensure SLA compliance.

The analyst will conduct user acceptance testing, facilitate customer meetings, and provide technical support with strong data analysis skills.

Qualifications

• Graduation from an accredited four-year college or university.
• At least four years in a technical support role with SQL, XML and JSON proficiency.
• Additional years of related experience may substitute for education on a year-for-year basis.

Responsibilities

• Technical Support: resolves issues meeting SLAs and QA metrics.
• User Acceptance Testing: performs testing within deadlines, may require after-hours work.
• System Analysis: monitors TSDS applications and triages issues.
• Data Analysis: analyzes data from local education agencies for accuracy.
• Communication: leads meetings and engages customers to ensure satisfaction.

Skills

SQL queries

XML/JSON

Incident management

Technical support

Communication skills

Public education data

Education

Bachelor's degree

Tools

TIMS

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 Texas Student Data System (TSDS) Customer Support Analyst in the Customer Relationship Division for the Office of Information Technology at the Texas Education Agency. This role is critical for improving school outcomes by supporting TSDS, which is the principal data collection system for the state of Texas public school system, including products for state and federal data reporting requirements.

This position performs advanced (senior level) computer systems analysis work and provides technical support for TSDS data collections and applications. This analyst will be responsible for providing technical support for Tier-3 tickets reported through the TSDS Incident Management System (TIMS) in accordance with the documented service level agreements (SLAs). This position is the primary liaison for escalations into and outside of TEA. Additional responsibilities include facilitating support meetings with our customer and conducting User Acceptance Testing of new system functionality.

This position works under limited supervision with considerable latitude for the use of initiative and independent judgment.

Flexible work location in Texas may be considered for qualified candidates.

Applicants who are strongly being considered for employment must submit to a national criminal history background check.

Essential Functions

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

1. Technical Support: resolves support issues, while satisfying quality assurance measures and service level agreements

2. User Acceptance Testing: completes assigned testing within deadlines; may require work outside normal business hours

3. System Analysis: monitors the TSDS applications and oversees and/or triages support for any identified technical issues

4. Data Analysis: conducts thorough analysis of data submitted by local education agencies to ensure data accuracy and completeness

5. Communication: facilitates meetings and actively engages customers to satisfy customer satisfaction expectations and measures

Qualifications

Minimum Qualifications

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

Experience: At least four (4) years of experience in technical support role to include experience writing and interpreting SQL queries, and understanding XML & JSON data types, syntax rules, and dependencies

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


• Proven experience in Incident Management Systems, including customer support methodologies practices


• Proven expertise analyzing and troubleshooting complex data issues, system software, and procedures


• Excellent written and oral communication skills to support and train technical and non-technical users


• May be assigned high-priority special projects or requests that need to be completed within a short timeframe and have proven organizational skills and able to cope with rapidly changing information and processes


• Ability to write, edit, and review Knowledge Base articles, Operating Procedures, and support ticket responses


• Preferred experience working with public education data and/or software systems


• Works well under pressure making responsible decisions and superior project and time management ability

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.

To help ensure you receive updates regarding your application, please add [e-mail] and @tea.texas.gov to your safe sender's list.