UAT Coordinator/System Support Analyst

UAT Coordinator/System Support Analyst

Remote Job |   2023-04-13 09:03:31

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Job Code : 2023-MY3TECH0138

UAT Coordinator/System Support Analyst

Austin, TX (Remote within US)

6 months Contract with possibility to extension

Position will serve as a TSDS User Acceptance Tester and TSDS Tier 3/4 Application Support Architect for the Texas Student Data System (TSDS) support team in the Customer Relationship Management Division of Information Technology for the Texas Education Agency. TSDS is the principal data collection system for Texas public schools for state and federal data reporting requirements. This role will be responsible for testing the TSDS application, authoring knowledge base articles from ticket analysis, and resolving or effectively escalating complex Tier support incidents reported through the TSDS Incident Management System (TIMS) for TSDS, in accordance with our service level agreements (SLAs). Work involves the prioritization, planning, and executing of support tasks and activities based on business priorities. This position works under limited supervision with considerable latitude for the use of initiative and independent judgment.

Assigned Responsibilities:

• USER ACCEPTANCE TESTING: Completes accurate and thorough testing of TSDS changes within time-sensitive deadlines. May require working outside of normal business hours
• DATA ANALYSIS: Monitors, reviews, resolves, and escalates Tier 3 and 4 Ops support tickets ensuring quality analysis and responses in accordance with SLAs.
• SYSTEM ANALYSIS: Coordinates with stakeholders to identify system requirements, develop implementation strategies, and develop effective solutions for the monitoring or TSDS applications and data collections.
• COMMUNICATION: Develops and maintains technical documentation and effectively communicates with all Levels (1-4) of TSDS support and with TEA stakeholders.
• CUSTOMER SUPPORT: Builds relationships necessary for effective collaboration and resolution of customer support tickets. Monitors the customer support mailbox and support queues to ensure timely responses and appropriate routing. Provides support guidance through clear and concise written communications.

Required Skills:

• Proven expertise in analyzing and troubleshooting complex data issues, system software, and procedures.
• Experience writing and interpreting SQL queries.
• Experience understanding XML schema, data types, syntax rules, and dependencies.
• Understand referential integrity and data quality concepts.
• Understand data and domain types in relation to an enterprise data warehouse.
• Experience reviewing test cases and validating results.
• Demonstrate critical thinking abilities by asking questions and, synthesizing, and analyzing complex information to make sound decisions.
• Excellent written and oral communication skills to support and train technical and non-technical users.
• Superior project and time management ability. Proven organizational skills, able to cope with rapidly changing information and processes.
• Actively listen to and seek feedback from team members and customers to determine satisfaction or areas for improvement.

Preferred Skills:

• Experience in Incident Management Systems, including customer support methodologies and best practices.
• Experience working with public education data and/or software systems
• Expertise working in a collaborative, results-oriented team environment, and across multiple stakeholders
• Works well under pressure making responsible decisions.
• Willingness and availability to work outside the regular work hours, as needed, to support project needs.
• Experience using Jira Software to log, update, and track issues.