Business Support Analyst

Stronger Families for a Stronger Georgia

The Georgia Department of Human Services (DHS) is a dynamic state agency responsible for delivering a wide range of services to Georgia's most vulnerable populations. Our mission is to strengthen Georgia by providing individuals and families access to services that promote self‑sufficiency, independence, and protect Georgia's vulnerable children and adults.

• Generous benefits package that includes a flexible work schedule and unique training opportunities
• Employee retirement plan, 401(k) plan and 457 plan
• 13 paid holidays, vacation & sick leave
• Medical, dental, vision, long/short‑term care, and life insurance
• Employee discount programs
• Telework opportunities depending upon the position

The Division of Family and Children Services (DFCS), Office of Family Independence (OFI), is seeking candidates for the position of Business Support Analyst 1 in the Customer Contact Center. This position reports to the unit manager.

JOIN OUR TEAM!!!

Pay Grade: J

Under supervision, analyze business support to align staffing with the business needs. Provide end user support, monitor the system, respond to queries, resolve and escalate issues. Aid in developing training material and provide regular information regarding system and business changes. Prepare reports and make recommendations or determinations based on analysis. Other duties as needed.

• Responsible for supporting the Customer Contact Center (CCC) by monitoring staff and maintaining productivity levels.
• Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long‑range forecasts consisting of required staffing levels to ensure service goals are met.
• Collect, compile, and analyze programmatic and operational data. Investigate and document underlying trends, irregularities, and possible causes for changes in data.
• Evaluate data for quality and completeness, ensuring accuracy and timeliness of data by working time‑off, schedule changes, and other types of requests.
• Prepare daily/weekly/monthly reports and other adhoc reports and distribute to management.
• Ensure the department maintains strong, productive relationships with external vendors and suppliers.
• Collaborate with various internal departments to align vendor strategies with business objectives, ensuring seamless operations and continuous improvement.
• Regularly attend department, vendor and/or policy related meetings.
• Monitor and ensure compliance with program policies, rules and regulations. Make appropriate recommendations to correct areas of concern and real‑time performance issues.
• May conduct studies to assess effectiveness of assigned programs.
• Comply with Teleworking Policies.
• Other support duties will be performed as needed.

Qualifications

• Bachelor's degree in business or related field from an accredited college or university.
• One year of experience related to the area of assignment.
• Equivalent combination of education and job‑specific experience may be substituted on a year‑over‑year basis.

Note: An equivalent combination of education and job‑specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year‑over‑year basis.

For more detailed information about the Georgia Department of Human Services, visit (Use the "Apply for this Job" box below)./

Employment Information

Current State employees are subject to State Personnel Board (SPB) Rules regarding salary.

DHS is an Equal Opportunity Employer.

If you require accommodations under the Americans with Disabilities Act (ADA), email request by the closing date of this announcement to: @HR Helpline

The candidate selected for this position may be subject to pre‑employment drug screening, education verification, reference, motor vehicle records, and criminal background checks.

DHS accepts educational credential recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) and will be considered. DHS will contact educational institutions to verify degree, diploma, licensure, etc.

As an employee of DHS, in the event of an identified emergency you may be required, as a term and condition of employment, to assist in meeting the emergency responsibilities of the department.

Due to the volume of applications received, we are unable to provide information on application status by phone or e‑mail. All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring official for next steps in the selection process. Applicants who are not selected will not receive notification. This position is subject to close at any time once a satisfactory applicant pool has been identified.