TSDS Customer Support Analyst (Systems Analyst IV)

New hires, re-hires, and internal hires will typically receive a starting salary between the posted minimum and the average pay of employees in their same classification. Offers will be commensurate with the candidate’s experience and qualifications and will thoughtfully consider internal pay equity for agency staff who perform similar duties and have similar qualifications. The top half of the posted salary range is generally reserved for candidates who exceed the requirements and qualifications for the role. The maximum salary range is reserved for candidates that far exceed the required and preferred qualifications for the role.

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 within the state of Texas may be considered for qualified candidates.

Please note that a resume and tailored cover letter are required attachments for applying to this position. Incomplete applications will not be considered. 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

As an equal opportunity employer, we hire without consideration to race, religion, color, national origin, sex, disability, age or veteran status, unless an applicant is entitled to the military employment preference.

To review the Military Occupational Specialty (MOS) codes from each branch of the U.S. Armed Forces to each job classification series in the State’s Position Classification Plan (provided by the State Auditor's Office), please access the Military Crosswalk (occupational specialty code) Guide and click on the military “occupational category” that corresponds with the state classification in this job posting title.

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 Employment at TEA page.

No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted. Please add "capps.recruiting@cpa.texas.gov" and "@tea.texas.gov"; to your safe senders list to ensure you receive email notifications from our talent acquisition team and/or hiring division regarding your candidacy.