Application Support Analyst

Application Support Business Analyst Location: Remote (first 6 weeks onsite in Jackson, MS) Duration: 12-24+ months Responsibilities Serve as the primary point of contact for users experiencing help‑desk related issues. Diagnose software problems and resolve user inquiries related to manual data manipulation. Use JIRA ticketing system, email, or data‑log spreadsheets to ensure seamless business operations for the Success data conversion project. Interact with DHS program areas and technical staff regarding business and information‑technology needs. Manage ticket receipt, documentation, prioritization, and tracking of support requests from phone calls, emails, or chat portals. Escalate issues and identify complex or recurring problems to supervisors/Managers for resolution. Communicate effectively with users, mitigating frustration and conveying clear policy resolutions. Apply critical‑thinking skills to diagnose root causes and document incidents for system enhancements. Qualifications Minimum 5 years of experience using automated systems for determining benefits for SNAP, TANF, or E&T. Proficiency with JIRA (documented change system) and Windows applications. Certified Professional Business Analyst preferred. Experience interacting with DHS program areas and technical staff. Strong verbal and written communication skills. Ability to prioritize and track support tickets, including escalation. Critical‑thinking ability to diagnose root causes and recommend system enhancements. Technical Skills Mainframe SQL Server #J-18808-Ljbffr Amtex Systems