Business Analyst

Business Analyst

The State of MS is seeking two experienced Business Analysts to support the Success data conversion project. The selected candidates will act as the primary point of contact for users experiencing help desk-related issues and will serve as a critical liaison between DHS program areas and technical staff regarding business and information technology needs.

Role Responsibilities:

• Serve as the primary point of contact for users experiencing help desk-related issues.
• Manage, document, prioritize, and track support requests from phone calls, emails, or chat portals.
• Diagnose software and system problems, and resolve user inquiries regarding manual data manipulation.
• Log and manage documented incidents using the JIRA ticketing system, email, or data log spreadsheets to ensure seamless business operations.
• Identify complex or recurring problems and properly escalate them to a supervisor/manager for resolution.
• Apply critical-thinking skills to diagnose root causes and document each incident to be used as the basis for future system enhancements.
• Utilize strong verbal and written communication skills to handle user frustration and clearly convey policy resolutions.
• Interact directly with DHS program areas and technical staff to align business and IT requirements.

Candidate Skills and

Qualifications:

Required Experience &

Certifications:

• 5+ Years:
  Experience working with automated systems for determining benefits for SNAP, TANF, or E&T.
• Proficiency: JIRA (documented change system).
• Proficiency:
  Windows applications.
• Certification:
  Must be a Certified Professional Business Analyst.