Senior Help Desk Business Analyst Government Benefits Systems

About the Role

Senior Help Desk Business Analyst needed to support government benefits systems in Jackson, MS. This is a full-time, onsite temporary position with an estimated duration of 39 months. The role involves serving as the primary point of contact for users experiencing help desk issues, diagnosing software problems, resolving user inquiries, and managing support requests through various channels.

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
• Document incidents in JIRA ticketing system, email, or data log spreadsheet to ensure seamless business operations for the Success data conversion project
• Escalate complex or recurring problems to supervisor/manager for resolution
• Interact with program areas and technical staff regarding business and information technology needs
• Diagnose root causes and document each incident to be used as the basis for system enhancements
• Handle user frustration and convey clear policy resolutions using strong verbal and written communication skills

Requirements

• Associate's Degree (minimum)
• 5 years of experience with automated system for determining benefits for SNAP, TANF or E&T
• 5 years of experience serving as primary point of contact for users experiencing help desk related issues
• 5 years of experience as an analyst with a background in system diagnosing software problems and resolving user inquiries
• 5 years of experience based on documented incidents in JIRA ticketing system, email or data log spreadsheet
• 5 years of experience managing receiving tickets, documenting, prioritizing, and tracking support requests from phone calls, emails
• 5 years of experience with escalating issues and identifying complex or recurring problems and escalating them
• Critical-thinking skills to diagnose root causes
• Strong verbal and written communication skills

Preferred Qualifications

• Certified Professional Business Analyst certification
• Proficiency with JIRA (documented change system)
• Proficiency with Windows applications (5 years)

Pay

• Min Hourly Rate: $60.00
• Max Hourly Rate: $65.00