Analysis Skills, Atlassian JIRA, Business Analysis, Business Operations, Communication Skills, Customer Relations, Database Technology, Email Technology, Establish Priorities, Help Desk, Identify Issues, Information Technology & Information Systems, Online Chat, Operating Systems, Presentation/Verbal Skills, Resolve Customer Issues, SNAP, Spreadsheets, Writing Skills
Location: Jackson, MS
Duration: 03+ years
Job Description:
Candidate must have experience serving as the primary point of contact for users experiencing help desk-related issues. - Experienced analyst with a background in diagnosing system problems resolve user inquiries for manual data manipulation.
- Based on documented incidents in the 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 escalating 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:
Applicants must have at least 5years of experience with an automated system for determining benefits for SNAP, TANF, or E&T.
Preferred Skills:
Proficiency with JIRA (documented change system), Proficiency with Windows applications and Certified Professional Business Analyst.
Skill Matrix:| Skill Set | Skill Level | Required/Preferred | Years of experience |
| 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 | |
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Integrated Resources, Inc