This position is fully grant-funded with a grant end date of August 31, 2025.

Classification:  Admin/Prof

Exemption Status/Test:  Exempt                                          

Job Grade:  4

Department:   Texas Education Exchange                            

Reports To:  Director

Job Goal:

Provide Tier 1, 2, and 3 customer support via help desk ticketing system and telephone for the Texas Education Exchange Platform-as-a-Service and the educational community it serves. This Senior Analyst position will monitor, research, assist, and resolve customer inquiries or issues related to The Exchange, including onboarding, training, and implementation services of the platform, tools, and applications.

Qualifications:

Education

• Bachelor’s degree in a technical field such as Math, Engineering, Computer Science, or Information Technology is preferred.
• Training through corporate, industry, military, or certifications may be considered in lieu of a degree.

Experience:

1. 3 years of related work experience in a relevant field of technology customer service/help desk resolution
2. 1 year of work experience with Ed-Fi data standards and implementations

Special Knowledge and Skills:

1. Excellent written and verbal communication skills
2. Strong commitment to customer service
3. High attention to detail
4. Accurate documentation skills
5. Ability to multitask, prioritize, and manage time effectively
6. Ability to effectively handle complaints and provide appropriate solutions
7. An analytical mind with the ability to learn new technologies quickly and transfer that knowledge to others
8. Ability to diagnose and solve technical problems
9. Capable of making professional judgments by considering client, peer, and internal needs, and current and emerging technical and industry information
10. Ability to collaborate with development teams, business partners, software engineers, and other stakeholders to enhance and improve data science and analytics principles and practices

 Major Responsibilities:

1. Provide Tier 1, 2, and 3 support via help desk ticketing system, telephone, and email for internal and external customer service, event, login, access, and password issues.
2. Maintain up-to-date knowledge on the Exchange and related software, including Ed-Fi data standards, to support the educational community it serves.
3. Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.
4. Appropriately escalate issues to Tier 4 support, as needed.
5. Support technical writing to update training and technical documentation within systems, such as Confluence.
6. Manage large volume of incoming calls, emails, and support tickets.
7. Identify and assess customer needs to achieve customer satisfaction.
8. Interact warmly and receptively with customers and team members.
9. Provide training and support, as needed, through virtual meeting tools such as Zoom and Teams.
10. Maintain appropriate use of formal trainings to enhance job performance
11. Provide technical assistance and services as specified by any applicable state grant that funds this position.

Supervisory Responsibilities:

None

Physical Demands/Environmental Factors/ Mental Demands:

Frequent use of standard office equipment; prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting; repetitive hand motions (keyboarding and use of mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.