HelpDesk Analyst

Job ID: IN-773612

Remote HelpDesk Analyst with ticketing, Jira, Confluence, Service Management tools, Genesys phone system, Salesforce, L1/L2 and Child Welfare experience

Location: Indianapolis, IN (Indiana Department of Child Services DCS)
Duration: 5 Months
Position: 1(1)

Skills:
Associates Degree or 3 plus years or experience Required 3 Years
Working knowledge of Microsoft Office (Outlook 365, Word and Excel); Required 5 Years
Prior customer service experience Required 5 Years
Knowledge of help desk ticketing systems Required 6 Months
Ability to identify and resolve problems using research techniques Required
Experience of Atlassian Jira, Confluence and Service Management tools Required
Ability to communicate effectively orally and in writing Required
Knowledge of Genesys phone systems Highly desired
Experience of Salesforce platform Highly desired
Software testing experience Highly desired
Experience providing first and second tier help desk support Highly desired

Job DESCRIPTION
Purpose of Position/Summary:
Exhibit proficient listening abilities while engaging in daily communication with Child Welfare and system development personnel to resolve software related issues through research, analysis and solution formulation. Demonstrate the capacity to write clearly and succinctly tailoring information for diverse audiences. Maintain, organize and track documentation related to software systems effectively.
Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS) possessing a robust understanding of its functionalities. Be well versed in the data relationships within SAWCIS applications, offering precise guidance to users for accurate data entry.
Understand and support child welfare policies, procedures and practices to assist users in documenting federal Titel IV-FC requirements, Adoption and Foster Care Analysis and Reporting system (AFCARS) requirements, and National Child Abuse and Neglect Data System (NCANDS) requirements.
Manage software security tasks, including the creation and maintenance of user profiles, ID, and passwords while ensuring appropriate security measures for system functions.
Deliver software support to both internal and external clients via telephone, email and Microsoft Teams, addressing daily production issues with the SACWIS environment.
Prioritize and plan work activities, analyze and troubleshoot customer inquiries regarding software applications and communicate effectively with both technical and non-technical stakeholders.
Adhere to the complete software development lifecycle, including documentation of business needs analysis, system analysis, functional and technical design, development, testing and production support.