Job Description
MISSION: The Texas Education Agency (TEA) will improve outcomes for all public-school students in the state by providing leadership, guidance, and support to school systems.
Core Values:
• We are Determined: We are committed and intentional in the pursuit of our main purpose, to improve outcomes for students.
• We are People-Centered: We strive to attract, develop, and retain the most committed talent, representing the diversity of Texas, each contributing to our common vision for students.
• We are Learners: We seek evidence, reflect on success and failure, and try new approaches in the pursuit of excellence for our students.
• We are Servant Leaders: Above all else, we are public servants working to improve opportunities for students and provide support to those who serve them.
The posted salary range budgeted for this position is between $4,848.66 and $6,379.08 monthly. New hires will be typically brought into the agency at a starting salary between the posted minimum and the average pay of employees in their same classification in the Office of Technology unless the average pay exceeds the midpoint for the state position’s classification salary group. 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 far exceed the requirements and qualifications for the role.
POSITION OVERVIEW:
This position will serve as the Texas Student Data System (TSDS) 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. Work involves planning and prioritizing the workload of providing technical support the highest quality of resolution and conducting User Acceptance Testing as assigned. This position serves as the primary liaison for escalations into and outside of the TSDS Support Team. This position will be responsible for resolving incidents reported through the TSDS Incident Management System (TIMS) in accordance with our service level agreements (SLAs).
This position works under minimal direction with considerable latitude for the use of initiative and independent judgment. Provides support, testing, and guidance to the TSDS business and technical teams. This support analyst may plan, assign and/or oversee the work of others and performs related work and other duties as assigned.
Flexible work location within the state of Texas may be considered for qualified candidates.
Please note that a cover letter, resume, and short answer responses 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:
• TECHNICAL SUPPORT: Monitors, reviews, and resolves TIMS Tier-3 support tickets at an advanced level, ensuring quality analysis and satisfying SLAs.
• TECHNICAL ANALYSIS: Provides comprehensive and detailed system and data analysis to resolve and/or escalate any support tickets assigned.
• USER ACCEPTANCE TESTING: Monitors, reviews, and completes User Acceptance Testing (UAT) of system requirements to ensure the needs of TSDS stakeholders are met.
• COMMUNICATION: Develops, monitors, maintains, and delivers communication with all Levels (1-4) of TSDS support (internal and external stakeholders).
• LEADERSHIP: Cooperatively participates on the TSDS support team by monitoring, developing, training, and improving upon TSDS support team initiatives.
Qualifications:
MINIMUM QUALIFICATIONS:
Education: Graduation from an accredited four-year college or university with major course work in computer science, computer information systems, management information systems, business administration or a related field.
Experience: At least [4] years of experience in systems analysis and design work.
Substitutions: Education and experience may substitute for one another 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 and best practices.
• Proven expertise analyzing and troubleshooting complex data issues, system software, and procedures.
• Experience understanding XML schema, data types, syntax rules, and dependencies.
• Experience writing and interpreting SQL queries and some shell scripting.
• Excellent written and oral communication skills to support and train technical and non-technical users.
• Proven skill organizing, scheduling, and leading meetings.
• Engages in a collaborative, results-oriented team environment.
• May be assigned high-priority special projects or requests that need to be completed within a short timeframe.
• Accomplished at writing, editing, and reviewing Knowledge Base Articles, Operating Procedures, and Ticket responses.
• Functional knowledge of Agile methodology for software development.
• Proven organizational skills, able to cope with rapidly changing information and processes.
• Works well under pressure making responsible decisions.
• Superior project and time management ability.
• A desire to self-reflect, give/receive feedback and continuously improve.
• Able to work in remote and in-office environments.
• Available to work outside the normal work hours to accommodate other duties or tasks assigned.
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.
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.