Business Analyst - Help Desk Support - Hybrid

Title: Business Analyst - Help Desk Support - Hybrid

Mandatory skills:

child support,
help desk, end user technical issues, service desk, end user support,
MS Office, Word, Excel, PowerPoint, Visio, SharePoint,
business process, project resource, customer support,
Team Foundation Server, TFS, Database Platforms, web portal,
newsletter articles, incident resolution, incident requests,
family court case management system, child support enforcement

Description:

Job Purpose:
The help desk analyst provides support for incident resolution and requests for the CFS help desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests. The help desk analyst is responsible for collecting information through a customer conversation, accessing support tools, and engaging with additional support staff. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner with staff from the client project teams.

Daily duties:

Primary responsibilities:
Addresses and resolves incidents and requests; logs and/or updates all incidents and requests; engages other service desk resources, job aids, newsletter articles or appropriate PACSS or FCCMS project team resources to resolve incidents that are beyond the scope of their ability or responsibility.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Documents resolutions and updates self-help and staff knowledge bases.
Evaluates documented resolutions to create knowledge base articles, help sheets, job-aids, self -service documentation, and frequently asked questions lists for end users.
Ensures that personal identifying information (PII) is properly used, accessed, gathered, shared, and disposed. Protect the agency networks and applications by safeguarding systems, equipment, and data.
Performs other duties as required.

Required Skills: (rank in order of importance)
4+ years of experience working on child support related system 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 and SharePoint.
Strong analytical skills
Strong ability to communicate (orally and written) with customers, project staff and stakeholders.
Experience working in a team-oriented, collaborative environment.
Must be able to multi-task and meet deadlines in a fast-paced environment.

Preferred Skills: (rank in order of importance)
Attention to detail and strong problem-solving skills.
Demonstrate strong ability to take initiative and ability to work with minimal to no guidance.

Required Education:
A bachelor's degree or 4 years family court and child support experience may be substituted for the bachelor's degree

Skills:

Category Name Required Importance Level Last Used Experience:
Administrative - Problem Solving Skills - Yes - 1 - Intermediate - Within 2 Years - 2 - 4 Years -
Database Platforms - Team Foundation Server (TFS) 2013 - Yes - 1 - Intermediate - Within 2 Years - 2 - 4 Years -
Miscellaneous - Analytical Skills - Yes - 1 - Intermediate - Within 2 Years - 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