Business Analyst - Help Desk Lead - Hybrid

Title: Business Analyst - Help Desk Lead - Hybrid

Mandatory skills:

family court operations,
software project,
business process training,
Team Foundation Server, TFS, MS Office, Visio, SharePoint,
child support,
customer service, user accounts, categories, automation rules, reports,
Help Desk triages requests, Help Desk workload, Help Desk performance, help desk ticket analysis,
PACSS, Palmetto Automated Child Support System, FCCMS, Family Court Case Management System,
web-based portal, system data, administrative issues, operational procedures, troubleshooting techniques,
Knowledge Base articles, help sheets, Job-Aids, self-service documentation, frequently asked questions lists

Description:

Job Purpose:
Under limited supervision, leads the day-to-day operations of the Help Desk support staff by promoting excellent customer service and effective response times, providing expert level insights into general support issues, and enforcing quality of service guidelines for dealing with users, completing services, and overall user satisfaction. As the first point of contact for 800+ client staff and Clerk of Court staff, the Help Desk triages requests and incidents for the client aiming for a high level of first contact resolution. Additionally, the Help Desk is responsible for supporting end user technical issues from the client Portal, a web-based portal accessible to all custodial and non-custodial parents involved in child support cases. Currently there are 60k+ registered users of this system. Additionally, the Help Desk supports the client by analyzing data in PACSS and recommending updates to system data.

Daily Duties:

Primary Responsibilities:
Supervise the Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed; ensuring the staff provides timely and considerate customer service to the client end users by fielding help desk tickets and calls and resolving technical issues; training and mentoring the staff on operational procedures and troubleshooting techniques; and assisting the staff in the completion of work and associated activities as needed.
Evaluate documented resolutions to create Knowledge Base articles, help sheets, Job-Aids, self-service documentation, and frequently asked questions lists for end users.
Administer the Help Desk system by managing user accounts, categories, automation rules, and reports.
Use the ticketing system to gather and analyze metrics to benchmark the Help Desk workload/performance and identify trends in issues.
Identify, track and analyze trends in issue reporting and alert relevant personnel.
Research, evaluate and implement help desk improvements and modifications.
Prepare various reports on operations and activities for management.
Consults with management regarding systems and service delivery needs.
Leads efforts to analyze data within the client for merging and cleanup activities to be performed by end users and/or the Help Desk staff.
Identify training opportunities for end users based on help desk ticket analysis.
Ensure that personal identifying information (PII) is properly used, accessed, gathered, shared, and disposed.
Performs other duties as required.

Required Skills:
10+ years of experience in family court operations.
10+ years of experience working on client related software project(s).
Excellent problem-solving, communication and interpersonal skills, along with patience, and a customer-friendly attitude.
Ability to identify, interpret and translate business process training for appropriate audiences.
Extensive experience with Team Foundation Server (TFS), MS Office, Visio and SharePoint
Demonstrate strong ability to take initiative and ability to work with minimal to no guidance.
Strong analytical skills
Strong ability to communicate (orally and written) with project staff, stakeholders, and executives.
Experience working in a team-oriented, collaborative environment.
Ability to analyze and identify trends in issue reporting.
Must be able to multi-task and meet deadlines in a fast-paced environment.

Preferred Skills:
Attention to detail and strong problem-solving skills

Required Education:
A bachelor's degree or 10 years family court and child support experience may be substituted for the bachelor's degree

Skills:

Category Name Required Importance Level Last Used Experience

Database Platforms - MS SharePoint - Yes - 1 - Advanced - Currently Using - 2 - 4 Years -
Packaged Applications - MS OFFICE 365 - Yes - 1 - Advanced - Currently Using - 2 - 4 Years -
Packaged Applications - Visio - Yes - 1 - Advanced - Currently Using - 2 - 4 Years

Notes:
Remote Work Availability: 50%

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008