Position 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 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:
Operating Systems:
- Mainframe – Preferred, 3 to 5 years of experience
- Linux – Preferred, 3 to 5 years of experience
- Windows – Required, 5 to 7 years of experience
- Windows PC – Required, 3 to 5 years of experience
- SQL Server – Preferred, 3 to 5 years of experience
- ADABAS – Preferred, 3 to 5 years of experience
- Data Quality – Preferred, 3 to 5 years of experience
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