Business Analyst - Advanced

Daily Duties:

Primary Responsibilities

• Supervise the CFS Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed; ensuring the staff provides timely and considerate customer service to PACSS and FCCMS end users by fielding help desk tickets and calls and resolving technical issues; training and mentoring the staff on operational procedures and troubleshooting techniques; and assisting the staff in the completion of work and associated activities as needed.

• Evaluate documented resolutions to create Knowledge Base articles, help sheets, Job-Aids, self service documentation, and frequently asked questions lists for end users.

• Administer the Help Desk system by managing user accounts, categories, automation rules, and reports. Use the ticketing system to gather and analyze metrics to benchmark the Help Desk workload/performance and identify trends in issues.

• Identify, track and analyze trends in issue reporting and alert relevant personnel. Research, evaluate and implement help desk improvements and modifications. Prepare various reports on operations and activities for management. Consults with management regarding systems and service delivery needs.

• Leads efforts to analyze data within PACSS for merging and cleanup activities to be performed by end users and/or the Help Desk staff.

• Identify training opportunities for end users based on help desk ticket analysis.

• Ensure that personal identifying information (PII) is properly used, accessed, gathered, shared, and disposed.

• Performs other duties as required.

Requirements

Required Skills:

• 10+ years of experience in family court operations.

• 10+ years of experience working on child support related software project(s).

• Excellent problem-solving, communication and interpersonal skills, along with patience, and a customer-friendly attitude.

• Ability to identify, interpret and translate business process training for appropriate audiences.

• Extensive experience with Team Foundation Server (TFS), MS Office, Visio and SharePoint

• Demonstrate strong ability to take initiative and ability to work with minimal to no guidance.

• Strong analytical skills

• Strong ability to communicate (orally and written) with project staff, stakeholders, and executives.

• Experience working in a team-oriented, collaborative environment.

• Ability to analyze and identify trends in issue reporting.

• Must be able to multi-task and meet deadlines in a fast-paced environment.

Preferred Skills:

• Attention to detail and strong problem-solving skills

Required Education:

A bachelor's degree or 10 years family court and child support experience may be substituted for the bachelor's degree

Benefits

Health Insurance

Sick Leave