Business Analyst

Compunnel, Inc.; Jackson (MS); On-site; USD 50,000 - 70,000; Full time

Job summary

Compunnel, Inc. is seeking a seasoned help desk analyst to serve as the primary contact for users, diagnosing software issues and guiding data conversion for Success projects. The role emphasizes documenting incidents and coordinating with technical staff to maintain seamless operations.

The ideal candidate has 5+ years working with benefits-determination systems (SNAP/TANF/E&T) and strong Windows PC skills. Proficiency with JIRA and mainframe/ADABAS data contexts is preferred.

Qualifications

• 5+ years of experience with automated system for determining benefits for SNAP, TANF or E&T.
• Experience diagnosing software problems and resolving user inquiries.
• Proven ability to document incidents for system enhancements.

Responsibilities

• Serve as the primary point of contact for users with help desk issues.
• Receive, document, prioritize, and track support requests via phone, email, or chat.
• Escalate complex or recurring problems to supervisor for resolution.
• Communicate clearly to reduce user frustration and convey policy resolutions.
• Analyze incidents to identify root causes and support system improvements.

Skills

Help desk

User support

Troubleshooting

Documentation

Analytical thinking

Tools

JIRA

Windows applications

Mainframe

Linux

SQL Server

ADABAS

Job description

Job Summary

Candidate 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, resolving 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.

Key Responsibilities

• Experience in interacting with DHS program areas and technical staff regarding business and information technology needs.
• Manage receiving tickets, document, 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.

Required Qualifications

• Applicants must have at least 5 years of experience with automated system for determining benefits for SNAP, TANF or E&T.
• Windows PC skills.

Preferred Qualifications

• Proficiency with JIRA (documented change system).
• Proficiency with Windows applications and Certified Professional Business Analyst.
• Mainframe Linux SQL Server ADABAS Data Quality.