Intermediate Business Analyst

Responsibilities

• Serve as the primary point of contact for users experiencing help‑desk related issues.

• Diagnose software problems, perform manual data manipulation, and resolve user inquiries based on documented incidents.

• Create, manage, and prioritize support tickets in JIRA, email, or spreadsheet logs.

• Escalate complex or recurring problems to supervisors/managers for resolution.

• Communicate clearly with users to address frustration and convey policy resolutions.

• Document incidents thoroughly to support system enhancements and data quality improvements.

• Interact with DHS program areas and technical staff to gather business and IT requirements.

• Required Qualifications

• Minimum 5 years of experience with automated systems for determining SNAP, TANF, or E&T benefits.

• Experience serving as primary help‑desk contact and troubleshooting system issues.

• Proficiency with Windows operating systems and Windows PC environments.

• Experience using JIRA (or similar ticketing/change management system).

• Strong verbal and written communication skills.

• Ability to work 40 hours per week with occasional overtime.

• Must complete onsite training in Jackson, MS for six weeks and pass a fingerprint background check required by MDHS.

Preferred Qualifications

• Certified Professional Business Analyst (CPBA) or equivalent certification.

• Advanced proficiency with JIRA, Windows applications, and data quality tools.

• Experience with Mainframe systems, Linux, SQL Server, ADABAS, and data quality processes.

• Familiarity with SNAP, TANF, or E&T benefit determination workflows.

• Ability to work remotely after the initial training period.