Business Analyst (SNAP, TANF, E&T)

About the role

Serve as the primary point of contact for end users experiencing application and help desk-related issues.

Responsibilities

• Provide functional support by diagnosing software issues, resolving user inquiries, and performing manual data corrections when required.
• Manage, prioritize, track, and resolve support requests received through phone, email, ticketing systems, and chat platforms.
• Document incidents, resolutions, and troubleshooting activities within the organization's ticket management system.
• Collaborate with business stakeholders and technical teams to identify business and information technology requirements.
• Analyze support requests to identify recurring issues, determine root causes, and recommend system enhancements.
• Escalate complex or unresolved issues to appropriate technical teams or management while ensuring timely follow-up.
• Support data conversion and system implementation activities by validating data accuracy and assisting with issue resolution.
• Maintain detailed documentation of business processes, incidents, and operational procedures.
• Communicate technical information and policy guidance clearly and effectively to both technical and non-technical users.
• Aid in business process improvements by identifying opportunities to enhance operational efficiency and user experience.
• Participate in testing, validation, and quality assurance activities to ensure successful system functionality.
• Work collaboratively with cross-functional teams to support project objectives and deliver high-quality business solutions.
• Ensure timely resolution of support requests while maintaining high standards of customer service and professionalism.

Requirements

• Associate's degree or equivalent combination of education and experience.
• Minimum of 7 years of experience supporting automated eligibility systems for SNAP, TANF, or Employment & Training (E&T) programs.
• Experience serving as the primary point of contact for users requiring application or help desk support.
• Strong experience diagnosing software issues and resolving user support requests.
• Experience documenting, tracking, and managing incidents using a ticketing system.
• Excellent analytical, troubleshooting, and critical-thinking skills.
• Strong verbal and written communication skills.
• Advanced proficiency with Microsoft Windows operating systems and Windows PC environments.

Preferred Qualifications

• Experience using JIRA or similar issue tracking systems.
• Certified Professional Business Analyst (CBAP or equivalent) certification.
• Experience with SQL Server.
• Experience with ADABAS databases.
• Experience performing data quality validation and testing.
• Familiarity with Linux and Mainframe environments.