Help Desk Business Analyst - Data Conversion & IT Support

Jobtailor; Jackson (MS); On-site; USD 55,000 - 85,000; Full time

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

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.