Business Analyst (163494)

MANDATORY REQUIREMENTS: - Experience with automated system for determining benefits for SNAP, TANF or E&T (5 years) - Background in system diagnosing software problems (5 years) - Experience serving as primary point of contact for users experiencing help desk related issues (5 years) - Proficiency with JIRA (documented change system) - Proficiency with Windows applications PREFERRED SKILLS: - Certified Professional Business Analyst - Candidate must have experience serving as primary point of contact for users experiencing help desk related issues. - Experience analyst with a background in system diagnosing software problems, resolve user inquiries for manual data manipulation - Based on documented incidents in JIRA ticketing system, email or data log spreadsheet to 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. - Manage receiving tickets, document, prioritize, and track support requests from phone calls, emails, or chat portals. - Experience with escalating issues and identifying complex or recurring problems and escalate them to supervisor/manager for resolution. - Strong verbal and written communication skills to handle user frustration and convey clear policy resolutions. - Critical -thinking skills to diagnose root causes and document each incident to be used as the basis for system enhancements. - Period of Performance: At least 3 Years from projected start date - Location: Jackson, MS (Must train onsite in Jackson, MS for six weeks, then you can move to remote) - IMPORTANT: This posting is for MDHS which requires a fingerprint screen. The process to obtain a fingerprint screen is extremely slow and it could take a month to get the results. Do NOT submit candidates that need to start tomorrow, it's better to submit candidates that have a contract ending over the next month and is currently working. If they need to give a notice do NOT have them give their notice after accepting the offer, wait until the fingerprint results are returned and then have them give their notice. - Interview process: Online with video