Business Support Analyst

TIYE CONSULTING; Annapolis (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

TIYE CONSULTING is seeking a Business Support Analyst to assess organizational performance and help improve processes and systems. The role involves research and analysis to propose actionable solutions and support project management to ensure timely deliverables.

Responsibilities include handling IT service desk coordination for attorney databases, liaising with users and vendors, QA testing, and preparing training materials and reports to track progress and outcomes.

Qualifications

• At least two years of experience providing IT customer application support.
• Five years of experience providing IT customer application support.
• Excellent oral communication and detail-oriented, highly organized.
• Ability to work in a matrixed organization and manage multiple projects.

Responsibilities

• Respond to, identify, research, and analyze production issues for attorney databases
• Maintain the Service Desk applications, including ServiceNow and vendor systems
• Analyze user issues and coordinate with users, vendor staff and support groups
• Assist in training materials and presentations for attorney-related databases
• QA testing of production fixes and weekly project progress reporting
• Review and revise the e-filing website and related processes

Skills

IT customer support

Communication

Detail oriented

Project coordination

Business process analysis

Data migration

PMBOK

SDLC knowledge

User liaison

Multi-project management

Tools

ServiceNow

ONYX

MS Office

Job description

Job Brief: The Business Support Analyst assess how organizations are performing and help them improve their processes and systems. They conduct research and analysis in order to come up with solutions to business problems and help to introduce these solutions to businesses. A business analyst is responsible for assisting in project management procedures, ensuring that the processes meet the project deliverables timely and accurately.

Responsibilities

• Respond to, identify, research, and analyze production and stage problems/errors for MDEC Odyssey File and Serve (OFS), Attorney Information Systems (AIS), and any other attorney related databases reported by end users
• Maintain (add, update, close) current JIS Service Desk Application (ServiceNow), while also maintaining the same production issues in the vendor-maintained Service Desk (ONYX)
• Analyze and assess user’s issues, questions, requests, and errors by working as a liaison between users, Vendor Support staff and JIS Odyssey Support or other JIS Odyssey Groups and recommend corrective actions. Properly relay users concerns and problems to e-Filing staff and Vendor’s Support staff
• Assist staff with ongoing debugging and maintenance of MDEC Odyssey File and Serve as reported by users
• Assist in the preparation of training, drafting written procedures/materials and presentations of various attorney-related databases
• QA testing as necessary of production fixes as notified coming from vendor, working with e-Filing staff, JIS Odyssey Support or other JIS Odyssey Groups resulting from testing
• Ongoing review and revision of the mdcourts.gov e-filing website
• Prepare regular ad hoc reports including weekly report communicating project progress and status, weekly time reporting on JIS provided forms, and any additional reports as assigned

Skills Required

• Work 40 hours per week Monday-Friday during core business hours (8:30am-5:00pm)
• At least two (2) years of experience providing IT customer application support
• Five (5) of experience providing IT customer application support
• Excellent oral communication
• Detail oriented
• Highly organized with the ability to keep track of multiple projects, requirements, action items and follow through to task closure
• Ability to work in a matrixed organization to align resources toward project deliverables
• Ability to work on multiple projects and objectives
• Ability to establish and maintain effective working relationships with peers, end users and vendor development staff, as well as all levels of management and judicial personnel as necessary
• Ability to translate technical concepts into business terms
• Skills in business process analysis
• Data review and data migration skills
• Knowledge of the Project Management Body of Knowledge (PMBOK)
• Knowledge and ability to utilize standards and guidelines relative to Systems Development Life Cycle (SDLC)
• Experience with E-filing applications, interpreting user requirements, needs and issues, responding to and resolving user requirement needs, issues, and questions
• Experience with providing problem analysis and coordinating ongoing user support, and documenting the necessary problem-solving techniques
• Experience with Case Management applications processing and procedures or integrated applications system’ maintenance
• Experience with testing fixes per users’ issues and vendor analysis and WEB based Application Program Systems and MS Office Suites Systems