Business Analyst

About the Role

This is a 3-year position serving as the primary point of contact for users experiencing help desk related issues. The analyst will diagnose software problems, resolve user inquiries for manual data manipulation, and manage receiving tickets, documenting, prioritizing, and tracking support requests from phone calls, emails, or chat portals. Based on documented incidents in JIRA ticketing system, email or data log spreadsheet, the role ensures seamless business operations for the Success data conversion project.

Responsibilities

• Serve as primary point of contact for users experiencing help desk related issues
• Diagnose software problems and resolve user inquiries for manual data manipulation
• Manage receiving tickets, document, prioritize, and track support requests from phone calls, emails, or chat portals
• Escalate issues and identify complex or recurring problems to supervisor/manager for resolution
• Diagnose root causes and document each incident to be used as the basis for system enhancements
• Interact with client program areas and technical staff regarding business and information technology needs

Qualifications

• Experience serving as primary point of contact for users experiencing help desk related issues
• Background in system diagnosing software problems
• Experience interacting with client program areas and technical staff regarding business and information technology needs
• Strong verbal and written communication skills to handle user frustration and convey clear policy resolutions
• Critical-thinking skills to diagnose root causes and document each incident

Required Experience

• At least 5 years of experience with automated system for determining benefits for SNAP, TANF or E&T

Preferred Skills

• Proficiency with JIRA (documented change system)
• Proficiency with Windows applications
• Certified Professional Business Analyst

Technical Requirements

• Operating Systems: Windows Required (5-7 years), Mainframe Preferred (3-5 years), Linux Preferred (3-5 years)
• Hardware: Windows PC Required (3-5 years)
• Database Systems/Tools: SQL Server Preferred (3-5 years), ADABAS Preferred (3-5 years)
• QA/Testing Approaches: Data Quality Preferred (3-5 years)