Provide help-desk support and incident management for the Success data conversion project: diagnose software issues, document and prioritize incidents in JIRA, coordinate with DHS program and technical staff, identify root causes, and support system enhancements.
This is a remote position.
Required to be onsite in Jackson, Mississippi for the initial six weeks of training; remote thereafter.
The Business Analyst will support the Mississippi Department of Human Services (MDHS) on the Maverics Team Support for Success project. This role serves as the primary point of contact for users experiencing help desk related issues, diagnosing software problems and resolving inquiries tied to manual data manipulation. The Business Analyst will document, track, and prioritize incidents using JIRA, email, and data log spreadsheets to support the Success data conversion effort. The role requires ongoing coordination with DHS program areas and technical staff regarding business and information technology needs, along with strong communication and critical-thinking skills to identify root causes and support system enhancements.
Responsibilities:
- Serve as the primary point of contact for users experiencing help desk related issues.
- Diagnose software problems and resolve user inquiries related to manual data manipulation.
- Document incidents using the JIRA ticketing system, email, or data log spreadsheets to ensure seamless business operations for the Success data conversion project.
- Interact with DHS program areas and technical staff regarding business and information technology needs.
- Receive, document, prioritize, and track support requests submitted via phone, email, or chat portals.
- Identify complex or recurring problems and escalate them to a supervisor or manager for resolution.
- Communicate clearly, both verbally and in writing, to address user frustration and convey policy resolutions.
- Apply critical-thinking skills to diagnose the root cause of reported incidents.
- Document each incident to support the basis for future system enhancements.
Requirements
Minimum Qualifications: Candidates must meet all minimum qualifications.
- Associate's degree.
- 5 years of experience with an automated system for determining benefits for SNAP, TANF, or E&T.
- Advanced proficiency with Windows operating systems.
- Intermediate proficiency with Windows PC hardware.
Preferred Qualifications:
- Proficiency with JIRA documented change system.
- Proficiency with Windows applications.
- Certified Professional Business Analyst certification.
- Intermediate proficiency with Mainframe systems.
- Intermediate proficiency with Linux.
- Intermediate proficiency with SQL Server.
- Intermediate proficiency with ADABAS.
- Intermediate proficiency with Data Quality tools/approaches.
Additional Requirements:
- Candidates unwilling to work onsite for the initial six-week training period will not be considered.
- Criminal background check and drug screen required: fingerprint screen.
- Occasional overtime may be required.
- Additional hours or days may be required due to the project timeframe.
- On-call is not required.
Work Location and Schedule:
Location: 200 So Lamar St, Jackson, MS.
Schedule: Monday through Friday, 8:00 AM to 5:00 PM; 40 to 50 hours per week; additional hours or days.
Work Arrangement: Onsite for the initial six weeks of training; remote thereafter.
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