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SalaryMISSION: 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 $5,521.58 and $7,288.58 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 serves as the Customer Relationship Management (CRM) and TEA Help Desk Support and Training Analyst in the Customer Relationship Management Division for the Office of Information Technology at the Texas Education Agency.
This Support and Training Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or TEA Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and TEA Help Desk software. This analyst will also develop and conduct training programs tailored to all levels of CRM and TEA Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems.
This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.
Flexible work location within the state of Texas may be considered for qualified candidates. However, occasional travel to the TEA offices located in downtown Austin is required.
Please note that a resume and tailored cover letter 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.
About Office of IT
The Office of Information Technology works closely with all agency divisions to implement innovative technology solutions in a cost-efficient manner that supports the goals and priorities of the Texas Education Agency. The Office of IT provides efficient technology solutions and stellar customer services to internal staff, 20 Educational Service Centers, and 1,200-plus public-school districts and charter schools. The following services are provided by IT: leadership on IT initiatives; guidance on security/policy issues; new application development/enhancements; software acquisition; technical support; assistance with technical sections of purchasing documents such as Request for Information (RFI), Request for Offers (RFO), Request for Proposals (RFP); and oversight on the data collection process which helps to Support and improve outcomes for all of Texas’ 5 million-plus students.
Essential Functions
Job duties are not limited to essential functions mentioned below you may perform other functions as assigned.
1. Customer Support/Satisfaction: monitors, reviews, and resolves Customer Relationship Management (CRM) and TEA Help Desk application support incidents at an advanced (senior) level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses
2. Communication: leads, develops, monitors, maintains, and delivers communication for the CRM and TEA Help Desk product teams; helps coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications
3. Leadership: possesses leadership skills required for supporting and Training IT applications; serves as a subject matter expert for the CRM and TEA Help Desk applications; analyzes issues and provides input to produce and implement solutions; implements training plans and content; collaborates to make decisions and follows up
4. User Acceptance Testing: monitors, reviews, and completes software User Acceptance Testing (UAT) for all CRM and TEA Help Desk products; ensures all issues and enhancement requests are updated accurately and timely
5. Application Training: designs and executes training programs that cater to different levels of CRM and TEA Help Desk expertise; delivers a positive training experience to users, consisting of TEA, ESC, and LEA staff, that enables their effective use of the CRM application; responsible for developing and maintaining training documentation, how-to documentation, Knowledge Base Articles (KBAs), Frequently Asked Questions (FAQs), and Click-Sheets
Minimum Qualifications
- Education: Graduation from an accredited four-year college or university
- Experience: At least six (6) years of experience in Training and IT Customer Support Services
- Substitutions: Each additional year of related experience above the required minimum may substitute for education on a year-for-year basis.
- Share the belief that all Texas students can achieve at high levels and are able to succeed in college, career, or the military
- Strong verbal and written communication skills that allow for communicating complex program and data requirements to public school staff, other TEA staff, associate, and deputy commissioners
- Interpersonal skills to directly work with and Help negotiate priorities and to resolve conflicts among project stakeholders, internal and external team members
- Strong review and editing skills to ensure clear and concise information is communicated internally and externally
- Ability to see beyond role boundaries, and value perspectives from every organizational level
- Proven experience with training adult learners (technical and non-technical users) with different levels of expertise
- Experience with mentoring others
- Proven experience with customer support practices
- Preferred experience working with Microsoft Dynamics 365, Zendesk, and Atlassian Jira Software tools.
- Problem solving skills that allow for Identifying problems, evaluating alternatives, and implementing effective solutions
- Ability to ensure compliance with program policies and procedures, statutes, and rules; and ability to take corrective action(s) as needed
- Ability to work well under pressure making responsible decisions and to remain calm during difficult times
- Experience and skill in analyzing and evaluating complex information technology programs, policies, and issues; developing workable solutions to complex problems and issues
- Ability to work on multiple projects at the same time and work constructively as part of a team or teams
- Organizational skills, to cope with rapidly changing information
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.
