Lumen Solutions Group Inc. ยท 1 week ago
Product Support Analyst
United States
Full-time
Remote
New Grad, Entry Level
$69/hr - $77/hrLumen Solutions Group Inc. is seeking a Product Support Analyst to provide technical support and user testing for the Texas Student Data System. The role involves resolving support tickets, executing user acceptance testing, and creating technical documentation to enhance user experience and ensure compliance with agency standards.
Information Technology & Services
Responsibilities
Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions
Prioritize and escalate issues requiring deeper investigation or development team involvement
Serve as potential business point of contact for support-related meetings and/or communications
Gain necessary knowledge and understanding through available resources and training
Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features
Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner and Project Management teams
Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience
Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards
Create comprehensive and clear technical documentation for end users
Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements
Collaborate closely with the Product Owner team to gather necessary information
Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates
Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes
Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency (LEA) customers
Present outreach findings to the Product Owner team, management, and division leadership
Maintain regular communication with customers to understand their needs and concerns
Qualification
Required
Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions
Prioritize and escalate issues requiring deeper investigation or development team involvement
Serve as potential business point of contact for support-related meetings and/or communications
Gain necessary knowledge and understanding through available resources and training
Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features
Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner and Project Management teams
Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience
Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards
Create comprehensive and clear technical documentation for end users
Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements
Collaborate closely with the Product Owner team to gather necessary information
Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes
Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency (LEA) customers
Present outreach findings to the Product Owner team, management, and division leadership
Maintain regular communication with customers to understand their needs and concerns
Company
Lumen Solutions Group Inc.
Lumen Solutions Inc., is a dynamic small and minority-owned, Disadvantaged Business Enterprise headquartered in Virginia, USA.
Founded in 2010
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Charanjiv Gadh
Chief Executive Officer
Company data provided by crunchbase