Position Overview

We are seeking an experienced Business Analyst to support a government data conversion initiative focused on benefits eligibility systems. This role serves as the primary point of contact for users experiencing application issues while working closely with business and technical teams to ensure seamless operations.

The successful candidate will troubleshoot software issues, resolve user inquiries, manage support requests, document incidents, and contribute to continuous system improvements through root cause analysis and effective communication.

Responsibilities

• Serve as the primary point of contact for users experiencing application or help desk issues.
• Diagnose software problems and resolve user inquiries.
• Perform manual data manipulation when required.
• Manage, document, prioritize, and track support requests using JIRA, email, and data logs.
• Escalate complex or recurring issues to management.
• Work with DHS program areas and technical teams to resolve business and IT issues.
• Perform root cause analysis and document incidents for future system enhancements.
• Provide outstanding customer support while maintaining accurate documentation.

Required Qualifications

• Associate's degree.
• Minimum five years supporting automated eligibility systems for SNAP, TANF, or Employment & Training (E&T).
• Strong communication skills.
• Experience supporting users and resolving application issues.
• Experience with help desk processes and ticket management.

Preferred Qualifications

• JIRA
• Certified Professional Business Analyst
• Windows applications
• SQL Server
• Mainframe
• Linux
• Data Quality experience

Position Details

• 2 Openings
• Hybrid after six weeks of onsite training
• Jackson, Mississippi
• Monday–Friday
• 40–50 hours per week
• Occasional overtime
• Fingerprint background screening required