Business Analyst – Help Desk & Benefits Systems Support

Key Responsibilities

• Serve as the primary contact for users experiencing application and help desk issues.
• Diagnose software and system-related problems and provide timely resolutions.
• Document, prioritize, and track support requests using JIRA, email, and other tracking tools.
• Analyze incidents and identify root causes to support continuous system improvements.
• Escalate complex or recurring issues to management when appropriate.
• Collaborate with DHS program staff and technical teams to resolve business and system issues.
• Perform manual data corrections and support data conversion activities.
• Maintain detailed documentation of incidents, resolutions, and business processes.
• Communicate effectively with users while providing exceptional customer support.

Required Qualifications

• Minimum 5 years of experience supporting automated eligibility systems for one or more of the following: SNAPTAN, FEET, Employment & Training (E&T).
• Strong experience providing help desk or application support.
• Experience diagnosing software and system issues.
• Experience working with ticketing systems and incident management.
• Excellent verbal and written communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Advanced experience with Microsoft Windows.
• Experience supporting Windows-based PC environments.

Preferred Qualifications

• Experience with JIRA.
• SQL Server knowledge.
• Mainframe experience.
• Linux experience.
• ADABAS experience.
• Data Quality or testing experience.
• Certified Business Analysis Professional (CBAP) or similar Business Analyst certification.

Work Environment

• First 6 weeks: Mandatory onsite training in Jackson, Mississippi.
• After successful training: Remote work arrangement.
• Occasional overtime may be required based on project needs.