Business Support Analyst

Responsibilities

• Respond to, identify, research, and analyze production and stage problems/errors for MDEC Odyssey File and Serve (OFS), Attorney Information Systems (AIS), and any other attorney related databases reported by end users
• Maintain (add, update, close) current JIS Service Desk Application (ServiceNow), while also maintaining the same production issues in the vendor-maintained Service Desk (ONYX)
• Analyze and assess user’s issues, questions, requests, and errors by working as a liaison between users, Vendor Support staff and JIS Odyssey Support or other JIS Odyssey Groups and recommend corrective actions. Properly relay users concerns and problems to e-Filing staff and Vendor’s Support staff
• Aid staff with ongoing debugging and maintenance of MDEC Odyssey File and Serve as reported by users
• Aid in the preparation of training, drafting written procedures/materials and presentations of various attorney-related databases
• QA testing as necessary of production fixes as notified coming from vendor, working with e-Filing staff, JIS Odyssey Support or other JIS Odyssey Groups resulting from testing
• Ongoing review and revision of the mdcourts.gov e-filing website
• Prepare regular ad hoc reports including weekly report communicating project progress and status, weekly time reporting on JIS provided forms, and any additional reports as assigned

Requirements

• Work 40 hours per week Monday-Friday during core business hours (8:30am-5:00pm)
• At least two (2) years of experience providing IT customer application support
• Five (5) of experience providing IT customer application support
• Excellent oral communication
• Detail oriented
• Highly organized with the ability to keep track of multiple projects, requirements, action items and follow through to task closure
• Ability to work in a matrixed organization to align resources toward project deliverables
• Ability to work on multiple projects and objectives
• Ability to establish and maintain effective working relationships with peers, end users and vendor development staff, as well as all levels of management and judicial personnel as necessary
• Ability to translate technical concepts into business terms
• Skills in business process analysis
• Data review and data migration skills
• Knowledge of the Project Management Body of Knowledge (PMBOK)
• Knowledge and ability to utilize standards and guidelines relative to Systems Development Life Cycle (SDLC)
• Experience with E-filing applications, interpreting user requirements, needs and issues, responding to and resolving user requirement needs, issues, and questions
• Experience with providing problem analysis and coordinating ongoing user support, and documenting the necessary problem-solving techniques
• Experience with Case Management applications processing and procedures or integrated applications system’ maintenance
• Experience with testing fixes per users’ issues and vendor analysis and WEB based Application Program Systems and MS Office Suites Systems