Business Analyst

Job Summary

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, resolving 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 escalating 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.

• Applicants must have at least 5 years of experience with automated system for determining benefits for SNAP, TANF or E&T.
• Windows PC skills.

• Proficiency with JIRA (documented change system).
• Proficiency with Windows applications and Certified Professional Business Analyst.
• Mainframe Linux SQL Server ADABAS Data Quality.