Business Analyst

Overview

Description of the job functions the contractor will be expected to perform.

• Serve as the primary point of contact for users experiencing help‑desk related issues.
• Act as an experience analyst with a background in diagnosing system and software problems, resolving user inquiries for manual data, and ensuring seamless business operations for the Success Data Conversion project.
• Interact with DHS program areas and technical staff regarding business and information technology needs.
• Manage ticketing: receive tickets, document details, prioritize requests, and track support requests from phone calls, emails, or chat portals.
• Escalate issues and identify complex or recurring problems, communicating escalations to supervisors or managers for resolution.
• Maintain strong verbal and written communication skills to handle user frustration and convey clear policy resolutions.

• At least 5 years of experience with an automated system for determining benefits for SNAP, TANF, and E&T.
• Proficiency with JIRA (document change system).
• Proficiency with Windows applications.
• Certified Professional Business Analyst.
• Intermediate knowledge of Mainframe.
• Advanced knowledge of Windows.
• Intermediate knowledge of Windows PC.
• Required database systems or database tools knowledge.
• Intermediate knowledge of SQL Server.
• Intermediate knowledge of ADABAS.
• Preferred knowledge of QA/Testing approaches and applications.