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Production Support / Help Desk Business Analyst

Della InfotechUnited States🇺🇸United StatesPosted 20 Jul 2026

Why This Role Stands Out

This role offers significant growth as you'll become a key problem-solver, directly impacting seamless business operations and developing critical thinking skills. You'll thrive here if you have a strong analytical background and enjoy providing excellent user support, and after initial training, you'll enjoy the flexibility of remote work. Don't miss this chance to advance your career with Della Infotech!

Quick Overview

Work Type
On Site
Level
Mid Senior

Job Description

Job Title: Production Support / Help Desk Business Analyst
Location :Remote After Initial 6 weeks Training
Note: Must train onsite in Jackson, MS for six weeks, then you can move to remot
3. Position Description and Job Skill Set
Description of the job functions the contractor will be expected to perform.
Candidate must have experience serving as primary point of contact for users experiencing help desk related issues. Experience analyst with a background in system diagnosing software problems, resolve user inquiries for manual data manipulation. Based on documented incidents in JIRA ticketing system, email or data log spreadsheet to ensure seamless business operations for the Success data conversion project. Experience in interacting with DHS program areas and technical staff regarding business and information technology needs. Manage receiving tickets, document, prioritize, and track support requests from phone calls, emails, or chat portals. Experience with escalating issues and identifying complex or recurring problems and escalate them to supervisor/manager for resolution. Strong verbal and written communication skills to handle user frustration and convey clear policy resolutions. Critical -thinking skills to diagnose root causes and document each incident to be used as the basis for system enhancements.
Required Skills/Experience
Provide the minimum required skills and/or experience the contractor must possess to qualify for this position. These requirements will be transferred to the Score Sheet and candidates without these requirements reflected on their resume will NOT be presented to the manager for consideration.
Applicants must have at least 5years of experience with automated system for determining benefits for SNAP, TANF or E&T.
Preferred/Not Required
Provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory experience, WebLogic experience helpful, etc.
Proficiency with JIRA (documented change system), Proficiency with Windows applications and Certified Professional Business Analyst.
Beginner: 1-2 years Intermediate: 3-5 years Advanced: 5-7 years SME: 7+ years
Skill Set
Skill Level (See key code above)
Required/Preferred
Notes
Operating Systems
Mainframe
Intermediate
Preferred
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Linux
Intermediate
Preferred
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Windows
Advanced
Required
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Hardware
Windows PC
Intermediate
Required
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Database Systems/Database Tools
SQL Server
Intermediate
Preferred
Enter text here
ADABAS
Intermediate
Preferred
Enter text here
QA/Testing Approaches, Application
Data Quality
Intermediate
Preferred
Enter text here

Skills

Jira

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