Platform Support Analyst

Why Texas Association of School Boards (TASB)

We come from humble beginnings — picture a one-person organization created in 1949 to advocate for excellence in public education on behalf of Texas school board members. Flash forward to today, and we have over 500 employees working together to provide over 1,000 school districts with purposeful resources so they can focus on what matters most — excellent and equitable education for all 5.4 million Texas students. 

We feel privileged to work alongside talented team-members who are passionate about education and enjoy learning from new and different perspectives.  Our culture has always encouraged employees to grow and become their best selves both professionally and personally through a variety of innovative and collaborative development opportunities. You are beginning to see why we have been regularly named by Austin Business Journal as a Top Ten Best Places to Work! 

TASB offers competitive pay, rich benefits (including retirement matching of 2:1 up to 5% after one year. This means that if you contribute 5% to the plan, TASB will contribute 10%), onsite daycare, onsite gym, wellness program, tuition reimbursement, hybrid work options, and more. 

Every role at TASB thoughtfully complements our mission and the educational impact being made in communities across Texas. If you consider your work exceptional and want to help drive our mission forward, keep reading!

About You

The Platform Support Analyst is responsible for analyzing, evaluating, and making changes to existing systems and applications. They work closely with end-users to provide timely and efficient support for platforms and applications. The analyst may also be responsible for configuring, testing, and debugging programs or user-defined modifications. Additionally, they play an active role in mentoring and training their colleagues on software applications and standard operating procedures. 

This is a hybrid role requiring selected candidate to work onsite at our North Austin headquarters two days a week. 

A Typical Day 

• Provide ongoing systems support and analysis for the TASB Policy and Claims SaaS Platforms (Origami Risk and Mitchell) and related integrated application systems. 
• Responsible for providing day to day support for RMS Business Units including management of service requests and defect resolutions
• Documentation of root cause analysis, knowledge articles, system workflows and enhancements.
• Support users by becoming familiar with each of TASB RMF core business operational needs. 
• Manage incidents and requests using Ticketing software
• Responsible for Platform Access Security; User Access Add/Changes and Administration
• Cross train with other Support Analysts for TASB SaaS Platforms and other applications and integrated systems. 
• Identify and communicate critical issues and changes made to the TASB SaaS products, applications, and integrated systems.  
• Work as part of the RMS Platform Support Team to resolve all Tasks/Service requests assigned and other duties as assigned. 
• Takes initiative in identifying potential issues before they occur or performs modifications to the system to enhance stability and effectiveness of the application. 
• Makes appropriate modifications to existing systems to enhance capability that better supports the business users. 
• Mentor teammates and act as an escalation point for them as needed. 

How You will Make an Impact

• Ability to communicate technical concepts to non-technical end users. 
• Maintain excellent end user and business unit relationships at all levels from Executive Director level to end user. The Platform Support Analyst will maintain professionalism during customer service support calls along with all verbal and written communications. 
• Participate in after-hours support activities as needed.
• Provide training to end users or other colleagues as needed to share knowledge of the various applications and the standard operating procedures.

Skills For Success

 Education and Experience: 

• Bachelor's degree in Computer Science, Business, or equivalent experience. 
• 3-5 years in an IT discipline is required. 
• Experience with Origami Risk Application Administration is desired. 
• Experience with SaaS or Risk Management application administration is preferred. 
• Experience working quickly to identify issues and implement critical and accurate mitigation strategies within a fast paced and dynamic work environment. 
• Experience documenting support process workflows using a knowledge base. 

Knowledge, Skills, and Abilities: 

• Proven experience re