Description

You will coordinate user acceptance testing for the Texas Student Data System (TSDS) and manage Tier 3/4 application support.

This role is on-site.

Responsibilities

• Execute thorough testing of TSDS changes within tight deadlines, including work outside normal business hours.
• Resolve or escalate complex Tier 3 and 4 support incidents via the TSDS Incident Management System (TIMS) according to SLAs.
• Coordinate with stakeholders to identify system requirements and develop implementation strategies for application monitoring and data collections.
• Author knowledge base articles from ticket analysis and maintain technical documentation for all support levels.
• Monitor customer support mailboxes and queues to ensure timely responses and appropriate routing.

Required Skills

• 5+ years of experience analyzing and troubleshooting complex data issues, system software, and procedures.
• Proficiency in writing and interpreting SQL queries.
• Experience understanding XML schema, data types, syntax rules, and dependencies.
• Strong understanding of referential integrity, data quality concepts, and domain types within an enterprise data warehouse.
• Experience reviewing test cases and validating results.
• Ability to synthesize and analyze complex information to make sound decisions.
• Excellent written and oral communication skills for training both technical and non-technical users.
• Bachelor's degree or equivalent graduate level education.

Preferred Skills

• Experience using Jira Software to log, update, and track issues.
• Experience with Incident Management Systems and customer support methodologies.
• Experience working with public education data or software systems.

Key Skills

Education

Any Graduate