Business Support Analyst

About the role

The Business Support Analyst assess how organizations are performing and help them improve their processes and systems. They conduct research and analysis in order to come up with solutions to business problems and help to introduce these solutions to businesses. A business analyst is responsible for assisting in project management procedures, ensuring that the processes meet the project deliverables timely and accurately.

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
• Assist staff with ongoing debugging and maintenance of MDEC Odyssey File and Serve as reported by users
• Assist 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

• At least two (2) years of experience providing IT customer application support
• Five (5) of experience providing IT customer application support

Skills

• 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