System Support Analyst- SNAP/TANF Eligibility Systems

Overview / Summary

We are seeking an experienced System Support Analyst to provide frontline technical support for users and ensure efficient resolution of help desk-related issues in support of the Success data conversion project. In this role, you will serve as the primary point of contact for user support, diagnose software issues, resolve inquiries involving manual data manipulation, and document incidents to support ongoing business operations.

The position requires close collaboration with DHS program areas and technical staff to address business and information technology needs. You will be responsible for managing support requests received through phone, email, chat, and the JIRA ticketing system, ensuring issues are properly documented, prioritized, tracked, and escalated when necessary. Success in this role requires strong communication skills, critical-thinking abilities to identify root causes, and a structured approach to incident documentation that supports future system enhancements and continuous operational improvement.

Key Responsibilities

• Serve as the primary point of contact for users experiencing help desk-related issues.
• Diagnose software problems and resolve user inquiries involving manual data manipulation.
• Document incidents in the JIRA ticketing system, email communications, or data log spreadsheets.
• Support seamless business operations for the Success data conversion project.
• Interact with DHS program areas and technical staff regarding business and information technology needs.
• Receive, document, prioritize, and track support requests from phone calls, emails, and chat portals.
• Identify complex or recurring issues and escalate them to supervisors or managers for resolution.
• Communicate effectively with users, including handling user frustration and providing clear policy resolutions.
• Apply critical thinking skills to diagnose root causes of issues.
• Document incidents thoroughly to support future system enhancements.

Required Qualifications

• Minimum 5 years of experience with automated systems for determining benefits for:
  • SNAP
  • TANF
  • SNAP Employment & Training (E&T)
• Experience serving as the primary point of contact for help desk support issues.
• Experience diagnosing software problems and resolving user inquiries.
• Experience managing, documenting, prioritizing, and tracking support requests.
• Strong verbal and written communication skills.
• Strong critical-thinking and problem-solving skills.
• Advanced experience with Windows operating systems.
• Intermediate experience with Windows PC hardware.

Preferred Qualifications

• Proficiency with JIRA (documented change system).
• Proficiency with Windows applications.
• Certified Professional Business Analyst (CPBA).
• Intermediate experience with Mainframe operating systems.
• Intermediate experience with Linux operating systems.
• Intermediate experience with SQL Server.
• Intermediate experience with ADABAS.
• Intermediate experience with Data Quality practices