Business Systems Analyst

Business Systems Analyst Business Analysis/Project Management

We are seeking an experienced Business Systems Analyst to provide technical and functional support for users managing business applications and data conversion activities. This role involves diagnosing system issues, supporting process improvements, and collaborating with DHS program areas and technical teams to ensure seamless business operations during critical projects.

Key Responsibilities

• Serve as the primary point of contact for users experiencing help desk and application-related issues.
• Receive, document, prioritize, and track support requests submitted through various channels, including phone, email, chat portals, and support systems like JIRA.
• Diagnose system and software issues, resolve user inquiries, and perform manual data manipulations as needed.
• Review and document incidents, ensuring accurate tracking and resolution in support logs and data spreadsheets.
• Interact with DHS program areas and technical staff to understand and address business and IT needs.
• Escalate complex or unresolved issues to appropriate supervisors and managers.
• Identify root causes of recurring problems and document findings to support system enhancements and process improvements.
• Communicate technical issues, resolutions, and policies clearly to both technical and non-technical audiences.
• Support data conversion activities to maintain business continuity throughout project phases.
• Maintain detailed records of incidents, resolutions, trends, and system issues.

Required Qualifications

• 5+ years of experience supporting automated systems used for benefits administration in SNAP, TANF, or Employment & Training programs.
• Proven experience serving as a help desk or application support contact.
• Strong diagnostic skills for resolving system and software issues.
• Experience working with DHS program areas and technical teams.
• Proficiency with JIRA or similar ticketing and change management systems.
• Proficiency with Microsoft Windows applications.
• Excellent verbal and written communication skills.
• Strong analytical, critical-thinking, and root-cause analysis skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Ability to document technical issues and resolutions thoroughly.
• Certified Professional Business Analyst (CPBA) certification preferred or required, as applicable.

Preferred Qualifications

• Experience supporting automated public assistance systems.
• Familiarity with data conversion processes and project support in a government or benefits environment.

About Delphi-US

Delphi-US is a national IT Services firm based in Newport, Rhode Island. Delphi attracts our nation's best and brightest Technical & Professional Talent and positions our nation's finest employers to further their competitive advantages. Delphi's core technical focus includes Data Sciences & Analytics, Modern AI/ML Model Monetization, Cloud Engineering, Cyber Security, ERP Rescue; serving domains from sensitive national energy sectors to critical financial services, biomed, life sciences & pharma, major government & municipal institutions, and much of the USA's Fortune 500 corporations. Delphi Associates are deployed on critical IT Projects where their consultative business acumen, comprehensive technical expertise, and committed service mission drives our client's success. Our proprietary skill-based and cultural matching process results in higher qualified project teams, custom curated for our client's specific technical & functional goals. We are supremely experienced, friendly, professional, and ready to advocate on your behalf. Delphi has an indelible understanding of employer expectations, a track record of project success and we deliver lasting results.