Business Analyst / Help Desk / Training Analyst

·       Gather and document business requirements, user needs, workflow changes, and reporting requests.

·       Record and classify support requests, coordinate resolution, and maintain accurate ticket records.

·       Support user training, demonstrations, quick-reference guides, user manuals, and operational documentation.

·       Assist with data calls, report requests, user feedback, and requirements clarification.

·       Identify recurring user problems and recommend training, documentation, or application improvements.

·       Translate business problems into actionable requirements and acceptance criteria.

·       Maintain training records, recurring issue information, and support documentation.

Qualifications

·       Recommended target: 3–5+ years of business analysis, IT support, application support, training, or technical documentation experience.

·       Strong written and verbal communication skills.

·       Experience gathering requirements, documenting workflows, preparing user guides, and coordinating issue resolution.

·       Familiarity with ticketing systems, service-level reporting, user training, and knowledge management.

·       Ability to explain technical issues clearly to nontechnical users.

·       Preferred: SQL-based reporting, enterprise financial applications, Federal users, and help desk operations.