"Business Analyst"

Job Summary

We are seeking an experienced Business Analyst to provide functional and technical support for DHS benefit systems supporting SNAP, TANF, and Employment & Training (E&T) programs. The ideal candidate will serve as the primary point of contact for end users, troubleshoot application issues, manage support tickets, perform data corrections, and collaborate with business and technical teams to ensure uninterrupted operations for the Success Data Conversion Project.

The successful candidate will possess strong analytical, communication, and customer service skills, with experience documenting incidents, resolving user issues, and identifying opportunities for system improvements.

Key Responsibilities

• Serve as the primaryy point of contact for users experiencing help desk and application support issues.
• Diagnose software and system-related problems and provide timely resolutions.
• Respond to support requests received through phone, email, chat, and ticketing systems.
• Document, prioritize, assign, and track incidents using JIRA and other support tools.
• Perform manual data corrections and data manipulation when required.
• Analyze documented incidents to identify trends and recommend system improvements.
• Escalate complex or recurring issues to management or technical teams for resolution.
• Work closely with DHS program areas and IT staff to understand business and technical requirements.
• Maintain accurate documentation of incidents, resolutions, and support activities.
• Ensure compliance with organizational procedures and service-level expectations.
• Provide excellent customer service while effectively handling user concerns and frustrations.
• Support business operations related to the Success Data Conversion Project.
• Participate in testing, validation, and post-implementation support activities as needed.

Required Qualifications

• Minimum 5 years of experience supporting automated systems used for determining eligibility and benefits for:
• SNAP (Supplemental Nutrition Assistance Program)
• TANF (Temporary Assistance for Needy Families)
• Employment & Training (E&T) Programs
• Experience serving as the primary Help Desk or Application Support contact.
• Experience troubleshooting software and application issues.
• Experience with manual data manipulation and data correction activities.
• Experience documenting and tracking incidents using ticketing systems.
• Experience working with DHS business users and technical teams.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.