Business Analyst

Jobtailor

Jackson (MS)

On-site

USD 55,000 - 85,000

Full time

14 days+

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Job summary

Jobtailor is seeking a seasoned Help Desk Analyst to serve as the primary contact for users encountering help desk issues in Jackson, Mississippi. You will diagnose software and system problems, answer inquiries, and document incidents in JIRA, while coordinating with DHS program teams to support business and IT needs.

The ideal candidate has 5+ years in automated systems support for benefits programs (SNAP/TANF/E&T), strong business analysis skills, and CBAP or equivalent certification.

Qualifications

Minimum 5 years of experience supporting automated systems for determining benefits for SNAP, TANF, or E&T.
Business Analysis experience and CBAP or equivalent certification.
Proficient with JIRA and incident documentation practices.
Strong communication skills, both verbal and written.
Experience collaborating with business and IT teams; data manipulation and logging.

Responsibilities

Serve as the primary contact for users experiencing help desk issues and diagnose software problems.
Receive, prioritize, document, and track support requests through phone, email, chat, and JIRA.
Maintain issue logs and documentation; escalate complex issues when necessary.
Collaborate with DHS program areas and technical teams to support IT needs.
Document root causes and recommend improvements for future system enhancements.
Ensure seamless support for the Success Data Conversion Project.

Skills

Help Desk/User Support

JIRA Proficiency

Root Cause Analysis

Strong Verbal Communication

Strong Written Communication

Critical Thinking

Problem-Solving

Data Logging

Documentation

Collaboration with IT Teams

Education

Certified Professional Business Analyst

Tools

JIRA

Windows Operating Systems

Linux

Mainframe

SQL Server

ADABAS

Job description

Serve as the primary contact for users experiencing help desk issues.
Diagnose software and system problems and resolve user inquiries.
Receive, prioritize, document, and track support requests through phone, email, chat, and JIRA.
Perform manual data manipulation and support data conversion activities.
Maintain issue logs and documentation using JIRA and spreadsheets.
Collaborate with DHS program areas and technical teams to support business and IT needs.
Escalate complex or recurring issues to management when necessary.
Document root causes and recommend improvements for future system enhancements.
Ensure seamless support for the Success Data Conversion Project.

Requirements

Minimum 5 years of experience supporting automated systems for determining benefits for SNAP, TANF, or E&T
Business Analysis experience
Windows operating systems and Windows PC
Help Desk/User Support
JIRA or similar issue tracking system
Incident documentation and ticket management
Strong verbal and written communication skills
Critical thinking and problem-solving
Experience working with business and IT teams
Manual data manipulation and data logging
Root cause analysis and issue escalation
JIRA proficiency
Microsoft Windows applications
Certified Professional Business Analyst (CBAP or equivalent)
Mainframe
Linux
SQL Server
ADABAS
Data Quality experience

Core Competencies

Demonstrates expertise in Help Desk/User Support, with a strong focus on diagnosing software and system issues, managing incident documentation, and collaborating with business and IT teams. Proficient in data manipulation and root cause analysis to enhance system performance and user satisfaction.

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