Business Analyst (Hybrid Jackson, MS)

Da Vinci Software • Jackson, MS

2d • Hybrid

About The Position

We have a client looking for a Business Analyst. This role involves serving as the primary point of contact for users experiencing help desk related issues. The candidate will act as an analyst with a background in system diagnosing software problems and resolving user inquiries for manual data manipulation. Based on documented incidents in the JIRA ticketing system, email, or data log spreadsheet, the analyst will 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 is crucial. The role includes managing the receiving of tickets, documenting, prioritizing, and tracking support requests from phone calls, emails, or chat portals. The analyst will also be responsible for escalating issues and identifying complex or recurring problems to supervisors/managers for resolution. Strong verbal and written communication skills are necessary to handle user frustration and convey clear policy resolutions. Critical-thinking skills are required to diagnose root causes and document each incident to be used as the basis for system enhancements.

Requirements

• At least 5 years of experience with automated systems for determining benefits for SNAP, TANF or E&T.
• Experience serving as primary point of contact for users experiencing help desk related issues.
• Experience in system diagnosing software problems.
• Experience resolving user inquiries for manual data manipulation.
• Experience managing documented incidents in JIRA ticketing system, email, or data log spreadsheet.
• Experience in interacting with DHS program areas and technical staff regarding business and information technology needs.
• Experience managing receiving tickets, documenting, prioritizing, and tracking support requests.
• Experience escalating issues and identifying complex or recurring problems.
• Strong verbal and written communication skills.
• Critical-thinking skills.

Nice To Haves

• Proficiency with JIRA (documented change system).
• Proficiency with Windows applications.
• Certified Professional Business Analyst.

Responsibilities

• Serve as primary point of contact for users experiencing help desk related issues.
• Diagnose software problems and resolve user inquiries for manual data manipulation.
• Ensure seamless business operations for the Success data conversion project based on documented incidents.
• Interact with DHS program areas and technical staff regarding business and information technology needs.
• Manage receiving tickets, document, prioritize, and track support requests.
• Escalate issues and identify complex or recurring problems for resolution.
• Handle user frustration and convey clear policy resolutions.
• Diagnose root causes and document incidents for system enhancements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree