Overview
On Site
$$46.64/hr. - $51.66/hr
Contract - W2
Contract - 1 day((s))
Skills
Business Analyst - Advanced
Job Details
Job Description:
Pay Range: $44.64hr - $51.66hr
Responsibilities:
Pay Range: $44.64hr - $51.66hr
Responsibilities:
- Supervise the CFS Candidatelp 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 consideXX customer service to PACSS and FCCMS 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 Candidatelp Desk system by managing user accounts, categories, automation rules, and reports.
- Use the ticketing system to gather and analyze metrics to benchmark the Candidatelp 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 PACSS for merging and cleanup activities to be performed by end users and/or the Candidatelp 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.
- 10+ years of experience in family court operations.
- 10+ years of experience working on child support 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
- DemonstXX 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.
- Attention to detail and strong problem-solving skills.
- A bachelor's degree or 10 years family court and child support experience may be substituted for the bachelor's degree.
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