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
The Data Center Services (DCS) Customer Representative position in the Technology Operations Division of the Texas Education Agency (TEA) serves as the DCS Technical Support and Incident Manager. TEA IT resources are essential in supporting school administrators, teachers, and parents across Texas. This position represents the agency in DCS partnership matters and communicates with the DCS Service Providers and internal customers. The work involves planning and budgeting, as well as analyzing user requirements, procedures, and problems to automate processing or to improve existing systems. The DCS Customer Representative will report to the Director of Technology Operations within the Office of Information Technology.

Flexible work location within the state of Texas may be considered for qualified candidates.

Please note that a resume, tailored cover letter, and short answer responses 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 the essential functions mentioned below. You may perform other functions as assigned.

1. DCS Support and Incident Manager: function as the DCS Technical Support and Incident Manager; represent agency matters and communicate with the DCS provider; develop, maintain, and grow the relationship with TEA internal customers and the DCS provider; consistently manage the service delivery by the DCS provider and insure prompt resolution to any issues
2. Customer Support: coordinate with appropriate staff to resolve customer concerns or issues relative to the DCS contract regarding daily operations and ongoing/completed projects; consistently resolve any issues that could adversely impact the agency
3. Inventory Management: coordinate and enforce maintenance of Information Technology Services asset tracking system and Configuration Management Data Base (CMDB); maintain the accuracy of the DCS invoice with TEA assets; ensure that all TEA equipment under DCS is accurate and reflects the monthly invoice
4. Change Control: assist with the agency Change Management Board, an effort that requires coordination with DCS service provider and TEA and a review and discussion of all changes; manage and coordinate all expedited requests; ensure that all changes are on time and issues are escalated and or communicated to management
5. DCS Project Management: set forth weekly meetings to discuss Request for Service status, daily operational issues, and schedules with the DCS service provider; monitor Service Provider performance to ensure that the contract requirements are met; meet monthly to discuss and submit scorecards regarding service providers performance; serve as the agency escalation point for daily issues with Service Provider; ensure that the DCS scorecard is submitted in a timely manner

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.