Business Analyst (SNAP, TANF, E&T)

Accord Technologies Inc; Jackson (MS); On-site; USD 55,104 - 82,656; Part time

Job summary

Accord Technologies Inc. is seeking a Business Analyst (SNAP, TANF, E&T) to serve as the primary point of contact for end users, diagnose issues, and support system implementations onsite in Jackson, MS.

This contract role requires strong communication, data validation, and collaboration with cross-functional teams to deliver high-quality business solutions. The ideal candidate has a minimum of 7 years supporting automated eligibility systems and experience with ticketing systems.

Qualifications

• Associate's degree or equivalent required.
• 7+ years supporting automated eligibility systems (SNAP/TANF/E&T).
• Experience as primary contact for users requiring help desk support.
• Experience documenting, tracking, and managing incidents with a ticketing system.
• Strong analytical, troubleshooting, and communication skills.
• Proficiency with Windows environments.

Responsibilities

• Serve as primary point of contact for end users with application and help desk issues.
• Diagnose software issues, resolve inquiries, and perform data corrections as needed.
• Manage, prioritize, and resolve support requests via phone, email, tickets, and chat.
• Document incidents, resolutions, and troubleshooting steps in the ticket system.
• Collaborate with business and technical teams to define requirements and improvements.
• Escalate complex issues to appropriate teams and track follow-up.

Skills

Analytical thinking

Verbal and written communication

Problem solving

Attention to detail

Education

Associate's degree or equivalent

Tools

JIRA

SQL Server

ADABAS

Linux

Mainframe

Job description

Title: Business Analyst (SNAP, TANF, E&T)

Location: Jackson, MS (Onsite)

Position type: contract

Job Description

• Serve as the primary point of contact for end users experiencing application and help desk-related issues.
• Provide functional support by diagnosing software issues, resolving user inquiries, and performing manual data corrections when required.
• Manage, prioritize, track, and resolve support requests received through phone, email, ticketing systems, and chat platforms.
• Document incidents, resolutions, and troubleshooting activities within the organization's ticket management system.
• Collaborate with business stakeholders and technical teams to identify business and information technology requirements.
• Analyze support requests to identify recurring issues, determine root causes, and recommend system enhancements.
• Escalate complex or unresolved issues to appropriate technical teams or management while ensuring timely follow-up.
• Support data conversion and system implementation activities by validating data accuracy and assisting with issue resolution.
• Maintain detailed documentation of business processes, incidents, and operational procedures.
• Communicate technical information and policy guidance clearly and effectively to both technical and non-technical users.
• Assist with business process improvements by identifying opportunities to enhance operational efficiency and user experience.
• Participate in testing, validation, and quality assurance activities to ensure successful system functionality.
• Work collaboratively with cross-functional teams to support project objectives and deliver high-quality business solutions.
• Ensure timely resolution of support requests while maintaining high standards of customer service and professionalism.

Required Qualifications

• Associate's degree or equivalent combination of education and experience.
• Minimum of 7 years of experience supporting automated eligibility systems for SNAP, TANF, or Employment & Training (E&T) programs.
• Experience serving as the primary point of contact for users requiring application or help desk support.
• Strong experience diagnosing software issues and resolving user support requests.
• Experience documenting, tracking, and managing incidents using a ticketing system.
• Excellent analytical, troubleshooting, and critical-thinking skills.
• Strong verbal and written communication skills.
• Advanced proficiency with Microsoft Windows operating systems and Windows PC environments

Preferred Qualifications

• Experience using JIRA or similar issue tracking systems.
• Certified Professional Business Analyst (CBAP or equivalent) certification.
• Experience with SQL Server.
• Experience with ADABAS databases.
• Experience performing data quality validation and testing.
• Familiarity with Linux and Mainframe environments.