Business Analyst

Overview Description of the job functions the contractor will be expected to perform. Responsibilities Serve as the primary point of contact for users experiencing help‑desk related issues. Act as an experience analyst with a background in diagnosing system and software problems, resolving user inquiries for manual data, and ensuring seamless business operations for the Success Data Conversion project. Interact with DHS program areas and technical staff regarding business and information technology needs. Manage ticketing: receive tickets, document details, prioritize requests, and track support requests from phone calls, emails, or chat portals. Escalate issues and identify complex or recurring problems, communicating escalations to supervisors or managers for resolution. Maintain strong verbal and written communication skills to handle user frustration and convey clear policy resolutions. Qualifications At least 5 years of experience with an automated system for determining benefits for SNAP, TANF, and E&T. Proficiency with JIRA (document change system). Proficiency with Windows applications. Certified Professional Business Analyst. Intermediate knowledge of Mainframe. Advanced knowledge of Windows. Intermediate knowledge of Windows PC. Required database systems or database tools knowledge. Intermediate knowledge of SQL Server. Intermediate knowledge of ADABAS. Preferred knowledge of QA/Testing approaches and applications. #J-18808-Ljbffr