HelpDesk Analyst

InnoSoul•Indianapolis, IN

4d•Remote

About The Position

This position involves providing support for the Statewide Automated Child Welfare Information System (SACWIS). The analyst will communicate with Child Welfare and system development personnel to resolve software issues through research, analysis, and solution formulation. Key responsibilities include clear and concise written communication, maintaining software documentation, understanding SACWIS functionalities and data relationships, and assisting users with federal requirements like Title IV-FC, AFCARS, and NCANDS. The role also includes managing software security tasks such as user profile creation and maintenance, and providing first and second-tier help desk support to internal and external clients via telephone, email, and Microsoft Teams. The analyst will troubleshoot daily production issues, prioritize work, and adhere to the complete software development lifecycle.

Requirements

Associates Degree or 3 plus years of experience
3 Years Working knowledge of Microsoft Office (Outlook 365, Word and Excel)
5 Years Prior customer service experience
5 Years Knowledge of help desk ticketing systems
6 Months Ability to identify and resolve problems using research techniques
Experience of Atlassian Jira, Confluence and Service Management tools
Ability to communicate effectively orally and in writing

Nice To Haves

Knowledge of Genesys phone systems
Experience of Salesforce platform
Software testing experience
Experience providing first and second tier help desk support
Child Welfare experience

Responsibilities

Engage in daily communication with Child Welfare and system development personnel to resolve software-related issues.
Resolve issues through research, analysis, and solution formulation.
Write clearly and succinctly, tailoring information for diverse audiences.
Maintain, organize, and track documentation related to software systems.
Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS).
Offer guidance to users for accurate data entry within SACWIS applications.
Understand and support child welfare policies, procedures, and practices to assist users with federal requirements (Title IV-FC, AFCARS, NCANDS).
Manage software security tasks, including the creation and maintenance of user profiles, IDs, and passwords.
Ensure appropriate security measures for system functions.
Deliver software support to internal and external clients via telephone, email, and Microsoft Teams.
Address daily production issues with the SACWIS environment.
Prioritize and plan work activities.
Analyze and troubleshoot customer inquiries regarding software applications.
Communicate effectively with both technical and non-technical stakeholders.
Adhere to the complete software development lifecycle, including documentation of business needs analysis, system analysis, functional and technical design, development, testing, and production support.