Adabas, Atlassian JIRA, Business Analysis, Business Operations, Business Support, Career Development, Communication Skills, Computer Skills, Customer Relations, Customer Support/Service, Data Quality, Diversity, Documentation, Email Technology, Establish Priorities, Help Desk, Identify Issues, Incident Response, Information Technology & Information Systems, Information Technology Consulting, Linux Operating System, Mainframe Computer, Microsoft SQL Server, Microsoft Windows Operating System, Online Chat, Operational Support, Presentation/Verbal Skills, Problem Solving Skills, Resolve Customer Issues, Root Cause Analysis, SNAP, Software Administration, Spreadsheets, Support Documentation, Systems Maintenance, Technical Support, Time Management, Writing Skills
Business Analyst
Remote (6 weeks initial training onsite)
Description:
Diversified Systems is searching for a Business Analyst to support the Success data conversion project. The contractor will serve as the primary point of contact for users experiencing help desk related issues while working closely with program areas and technical staff to support business operations and information technology needs.
The candidate must have experience diagnosing software problems, resolving user inquiries involving manual data manipulation, and responding to documented incidents maintained in JIRA ticketing systems, email, or data log spreadsheets. The role requires strong communication, critical-thinking, and problem-solving skills to support users, document incidents, identify root causes, and recommend system enhancements.
Responsibilities:
- Serve as the primary point of contact for users experiencing help desk related issues.
- Diagnose software problems and resolve user inquiries involving manual data manipulation.
- Utilize documented incidents in JIRA ticketing systems, email, or data log spreadsheets to ensure seamless business operations for the Success data conversion project.
- Interact with program areas and technical staff regarding business and information technology needs.
- Manage incoming tickets and document, prioritize, and track support requests received through phone calls, emails, or chat portals.
- Escalate issues and identify complex or recurring problems to supervisors or managers for resolution.
- Communicate resolutions clearly to users and stakeholders.
- Diagnose root causes of issues and document incidents for future system enhancements.
- Support business operations through timely issue resolution and customer service.
Requirements:
- 5 years of experience with automated systems for determining benefits for SNAP, TANF, or E&T required.
- Experience serving as the primary point of contact for users experiencing help desk related issues required.
- Experience diagnosing software problems and resolving user inquiries required.
- Experience interacting with Client program areas and technical staff regarding business and information technology needs required.
- Experience receiving, documenting, prioritizing, and tracking support requests from phone calls, emails, or chat portals required.
- Experience escalating issues and identifying complex or recurring problems required.
- Strong verbal and written communication skills required.
- Critical-thinking skills to diagnose root causes and document incidents required.
- Windows operating systems advanced required.
- Windows PC experience intermediate required.
- Mainframe experience highly desired.
- Linux experience highly desired.
- SQL Server experience highly desired.
- ADABAS experience highly desired.
- Data Quality experience highly desired.
- Proficiency with JIRA (documented change system) highly desired.
- Proficiency with Windows applications highly desired.
- Certified Professional Business Analyst highly desired.
About Diversified Systems
Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.
Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.
Diversity, Equity and Inclusion
DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.
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Diversified Systems, Inc.