Business Analyst

About the Role

The candidate must have extensive experience serving as the primary point of contact for users experiencing help desk related issues. Acting as an experienced analyst with a strong background in system diagnostics, they will solve software problems and resolve user inquiries regarding manual data manipulation. All actions will be based on documented incidents in the JIRA ticketing system, email communications, or data log spreadsheets to ensure seamless business operations for the Success data conversion project. The position requires frequent interaction with DHS program areas and technical staff regarding business and information technology needs.

Key day-to-day tasks include managing incoming tickets, documenting, prioritizing, and tracking support requests received via phone calls, emails, or chat portals. The analyst must be experienced with escalating issues, identifying complex or recurring problems, and properly escalating them to the supervisor/manager for swift resolution. Strong verbal and written communication skills are essential to handle user frustration effectively and convey clear policy resolutions. Critical-thinking skills are required to diagnose root causes and meticulously document each incident to serve as the basis for future system enhancements.

Responsibilities

• Manage incoming tickets
• Document, prioritize, and track support requests received via phone calls, emails, or chat portals
• Escalate issues and identify complex or recurring problems
• Convey clear policy resolutions
• Diagnose root causes and document each incident

Qualifications

• Extensive experience in help desk support
• Strong background in system diagnostics

Required Skills

• Automated System Benefit Determination
• Windows Operating System
• Windows PC Hardware
• JIRA Proficiency
• Certified Professional Business Analyst
• Mainframe
• Linux
• SQL Server
• ADABAS
• Data Quality

Shift Information

• Shift Time: 8:00 AM - 5:00 PM (Mon - Fri)
• Hours per Week: 40 to 50 hours
• Overtime: Occasional Overtime (Additional hours or days may be required due to project timeframes)
• Remote Option: Yes, available after the initial 6 weeks of onboarding/training
• Travel / Expenses: Travel not required; expenses not reimbursed