Business Analyst/Help Desk - Government Assistance Programs

We are seeking an experienced Business Analyst to support a long-term, multi-year engagement. This role will serve as the primary point of contact for end users experiencing help desk-related issues and will play a critical role in supporting business operations for a large-scale data conversion project.

The ideal candidate will have strong analytical and troubleshooting skills, experience supporting users in a benefits eligibility environment, and the ability to effectively communicate with both business stakeholders and technical teams.

Key Activities/Responsibilities:

• Serve as the primary point of contact for users experiencing help desk and system-related issues.
• Diagnose software and system problems and provide timely resolution to user inquiries.
• Perform manual data manipulation and correction activities when required to support business operations.
• Review, document, and resolve incidents submitted through JIRA, email, spreadsheets, and other support channels.
• Receive, document, prioritize, track, and manage support requests received via phone, email, and chat portals.
• Collaborate with DHS program areas and technical teams to identify and address business and information technology needs.
• Identify recurring or complex issues and escalate them appropriately to supervisors or managers.
• Maintain detailed incident documentation to support issue resolution, trend analysis, and future system enhancements.
• Apply critical thinking and root cause analysis techniques to troubleshoot and resolve user-reported problems.
• Communicate clearly and professionally with users, including those experiencing frustration or service disruptions.

• Minimum 5 years of experience working with automated systems used to determine benefits for SNAP, TANF, or Employment & Training (E&T) programs.
• Minimum of an Associate degree from an accredited institution.
• Experience supporting users in a help desk, business analyst, or application support capacity.
• Strong verbal and written communication skills.
• Demonstrated ability to analyze issues, identify root causes, and document resolutions.

Preferred Qualifications (not required)

• Experience using JIRA or similar ticketing/change management systems.
• Proficiency with Microsoft Windows applications and tools.
• Certified Professional Business Analyst (CPBA) or related business analysis certification.
• Experience working with government agencies, particularly DHS program areas., If you have experience supporting benefits eligibility systems and enjoy solving complex business and technical issues, we encourage you to apply.

4.54.5 out of 5 stars 200 South Lamar Street, Jackson, MS 39201 Hybrid work $50 - $58 an hour - Contract, Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Work from home, * Dental insurance
• Health insurance
• Life insurance
• Vision insurance
• Work from home