Business Analyst

Introduction

The Business Analyst will be responsible for serving as the primary point of contact for users experiencing help desk related issues, diagnosing software problems, resolving user inquiries for manual data manipulation, and ensuring seamless business operations for the Success data conversion project. This position requires strong communication skills, critical-thinking abilities, and experience in interacting with DHS program areas and technical staff.

Responsibilities

• Serve as the primary point of contact for users experiencing help desk related issues
• Diagnose software problems and resolve user inquiries for manual data manipulation
• Interact with DHS program areas and technical staff regarding business and information technology needs
• Receive tickets, documents, prioritize, and track support requests from phone calls, emails, or chat portals
• Escalate issues and identify complex or recurring problems for resolution
• Handle user frustration and convey clear policy resolutions
• Diagnose root causes and document each incident for system enhancements

Requirements

• Applicants must have at least 5 years of experience with automated systems for determining benefits for SNAP, TANF or E&T

Preferred Skills

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

Note: Local Candidate Required