Description

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, resolve 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. Experience in interacting with the client 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 escalate 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 Skills/Experience
Applicants must have at least 5years of experience with automated system for determining benefits for SNAP, TANF or E&T.

Preferred/Not Required

Proficiency with JIRA (documented change system), Proficiency with Windows applications and Certified Professional Business Analyst.


Skill Set - Skill Level - Required/Preferred

Operating Systems
Mainframe - Intermediate - Preferred
Linux - Intermediate - Preferred
Windows - Advanced - Required
Hardware
Windows PC - Intermediate - Required
Database Systems/Database Tools
SQL Server - Intermediate - Preferred
ADABAS - Intermediate - Preferred
QA/Testing – Approaches, Application
Data Quality - Intermediate - Preferred



Notes:
Must train onsite for six weeks, then you can move to remote.