Application Support Analyst

Application Support Business Analyst

Location:

Remote (first 6 weeks onsite in Jackson, MS)

Duration: 12-24+ months

• Serve as the primary point of contact for users experiencing help‑desk related issues.
• Diagnose software problems and resolve user inquiries related to manual data manipulation.
• Use JIRA ticketing system, email, or data‑log spreadsheets to ensure seamless business operations for the Success data conversion project.
• Interact with DHS program areas and technical staff regarding business and information‑technology needs.
• Manage ticket receipt, documentation, prioritization, and tracking of support requests from phone calls, emails, or chat portals.
• Escalate issues and identify complex or recurring problems to supervisors/Managers for resolution.
• Communicate effectively with users, mitigating frustration and conveying clear policy resolutions.
• Apply critical‑thinking skills to diagnose root causes and document incidents for system enhancements.

• Minimum 5 years of experience using automated systems for determining benefits for SNAP, TANF, or E&T.
• Proficiency with JIRA (documented change system) and Windows applications.
• Certified Professional Business Analyst preferred.
• Experience interacting with DHS program areas and technical staff.
• Strong verbal and written communication skills.
• Ability to prioritize and track support tickets, including escalation.
• Critical‑thinking ability to diagnose root causes and recommend system enhancements.

• Mainframe
• SQL Server