DESCRIPTION OF SERVICES


Texas Education Agency requires the services of 1 Product Support Analyst 2, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 2, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Texas Education Agency.

All work products resulting from the project shall be considered "works made for hire " and are the property of the Texas Education Agency and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Texas Education Agency will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).



User Acceptance Testing (UAT):

Develop and execute test plans, test cases, and test scripts based on business requirements.
Coordinate with stakeholders to review test objectives and expected outcomes.
Identify and document bugs or issues, and track their resolution with development teams.
Validate functionality, usability, and performance of systems against defined criteria.
Maintain test result records and report findings to project managers.

Production (Prod) Review:

Conduct post-deployment checks to ensure system stability and functionality in the live environment.
Monitor and document production issues, analyzing root causes for resolution.
Collaborate with technical teams to address system performance concerns promptly.
Test newly implemented features or patches in the production environment.
Provide status updates and recommend improvements to maintain high-quality system performance.

Customer Support:

Analyze and resolve complex customer support tickets escalated to Level 3.
Investigate and identify root causes of technical issues reported by end-users.
Collaborate with development teams to address and resolve software defects.
Perform advanced troubleshooting for system errors and application bugs.
Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
Validate fixes and updates in test environments before applying them in production.
Recommend process improvements based on recurring issues or patterns.
Ensure timely communication with stakeholders on ticket status and resolution timelines.

II. CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Years	Required/Preferred	Experience
7	Required	Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.
7	Required	Experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles
7	Required	Exceptional working knowledge of testing tools/softwares (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc)
7	Required	Knowledge of industry-specific domains:(i.e. Education, Data Standards, Texas Education Requirements, TEA, etc)
5	Required	Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review
5	Required	The ability to meticulously examine test results, document findings, and ensure adherence to quality standards.
5	Required	Excellent communication skills to effectively work with cross-functional teams
5	Required	Prior experience in handling escalated support tickets or working in high-level technical support roles.
7	Preferred	Detail-oriented with a focus on quality standards.
5	Preferred	Technical knowledge of system architectures and scripting.
5	Preferred	Experience in automated testing frameworks.