Job Description:
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.
Must train onsite in Jackson, MS for six weeks, then you can move to remote. Do not submit candidates unwilling to go onsite initially for six weeks.
This posting is for MDHS which requires a fingerprint screen. The process to obtain a fingerprint screen is extremely slow and it could take a month to get the results. Do NOT submit candidates that need to start tomorrow, it's better to submit candidates that have a contract ending over the next month and is currently working. If they need to give a notice do NOT have them give their notice after accepting the offer, wait until the fingerprint results are returned and then have them give their notice.
Required skills:
Applicants must have at least 5years of experience with automated system for determining benefits for SNAP, TANF or E&T
Preferred Skills:
Proficiency with JIRA (documented change system), Proficiency with Windows applications and Certified Professional Business Analyst.
