Business Analyst (System support)

Description of the job functions the contractor will be expected to perform.  

· Candidates must have experience serving as primary point of contact for users experiencing help desk related issues.

· Experience analyst with a background in system diagnosing software problems, resolve user inquiries for manual data manipulation. Based on documented incidents in JIRA ticketing system, email or data log spreadsheet to ensure seamless business operations for the Success data conversion project.

· Experience in interacting with DHS program areas and technical staff regarding business and information technology needs.

· Manage receiving tickets, documents, prioritize, and track support requests from phone calls, emails, or chat portals.  

· Experience with escalating issues and identifying complex or recurring problems and escalating them to supervisor/manager for resolution.

· Strong verbal and written communication skills to handle user frustration and convey clear policy resolutions.

Critical -thinking skills to diagnose root causes and document each incident to be used as the basis for system enhancements.