Business Analyst (MS – 163494)

CCI- Computer Consultants International, Inc. is seeking a Business Analyst to support their operations. The role involves managing user inquiries, diagnosing software issues, and ensuring seamless business operations through effective communication and ticket management.

Responsibilities:

• 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 DHS 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

Requirements:

• Experience with automated system for determining benefits for SNAP, TANF or E&T (5 years)
• Background in system diagnosing software problems (5 years)
• Experience serving as primary point of contact for users experiencing help desk related issues (5 years)
• Proficiency with JIRA (documented change system)
• Proficiency with Windows applications
• Certified Professional Business Analyst
• 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 DHS 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