Ho2 Systems LLC ยท 2 days ago
Product Support Analyst (Remote Position)
United States
Contract
Remote
Mid LevelHo2 Systems LLC is seeking a Product Support Analyst to provide advanced functional and customer support for applications related to the Texas Student Data System (TSDS). This role involves researching and resolving support issues, supporting user acceptance testing, and developing technical documentation, while also assisting with customer outreach during peak data submission periods.
ConsultingInformation TechnologySoftware
Responsibilities
Research, analyze, and resolve technical support tickets related to the Texas Student Data System (TSDS) and associated data submissions
Prioritize, track, and escalate issues requiring in-depth analysis or development team involvement
Serve as a business point of contact for support-related meetings and communications
Maintain and expand TSDS system knowledge through training, documentation, and available resources
Design, execute, and support UAT plans to validate TSDS-related functionality and usability
Document, track, and manage defects identified during testing activities
Collaborate with Product Owners and Project Management teams to ensure timely issue resolution
Gather and analyze end-user feedback to identify system and usability improvement opportunities
Coordinate cross-functional testing efforts to ensure alignment with business requirements and agency standards
Create, update, and maintain clear, accurate, and comprehensive technical documentation for end users
Ensure documentation complies with agency standards and accessibility requirements
Collaborate with Product Owners and stakeholders to gather, validate, and refine technical content
Develop documentation including, but not limited to: Simplified promotion logic guides, Known software issues documentation, Software deployment and release notes, Customer communications and newsletters
Assist Product Owner teams with customer outreach during peak TSDS data submission cycles
Document and track software and data submission issues reported by Education Service Centers (ESCs) and Local Education Agencies (LEAs)
Present outreach findings, trends, and recommendations to Product Owners, management, and division leadership
Maintain ongoing communication with customers to understand needs, concerns, and system challenges
Qualification
Required
Advanced functional and customer support experience for applications
Experience with the Texas Student Data System (TSDS)
Ability to research, analyze, and resolve technical support tickets
Experience prioritizing, tracking, and escalating issues
Strong communication skills for support-related meetings and communications
Knowledge of user acceptance testing (UAT) processes
Experience designing, executing, and supporting UAT plans
Ability to document, track, and manage defects identified during testing
Collaboration skills with Product Owners and Project Management teams
Ability to gather and analyze end-user feedback
Experience coordinating cross-functional testing efforts
Ability to create, update, and maintain technical documentation
Knowledge of agency standards and accessibility requirements for documentation
Experience collaborating with stakeholders to gather and validate technical content
Ability to develop various types of documentation including guides, known issues, release notes, and customer communications
Experience assisting with customer outreach during peak data submission cycles
Ability to document and track software and data submission issues
Experience presenting findings, trends, and recommendations to leadership
Strong communication skills to maintain ongoing communication with customers
Company
Ho2 Systems LLC
Ho2 Systems provide consultants to organizations seeking to augment its information technology staff, offer corporate and career-focused computer software training courses.
Founded in 2013
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase