Business Analyst/Help Desk - Government Assistance Programs

Remote Business Analyst supporting Help Desk operations and data conversion for Government Assistance Programs. Initial on-site training in Jackson, MS, with ongoing hybrid remote work opportunities.

Responsibilities

• Act as the primary contact for users encountering help desk or system-related issues.
• Diagnose software and system problems and deliver prompt resolutions to inquiries.
• Execute manual data manipulation and corrections as needed to support business operations.
• Review, document, and resolve incidents submitted via JIRA, email, spreadsheets, and other channels.
• Log, prioritize, and track support requests received by phone, email, and chat portals.
• Collaborate with DHS program areas and technical teams to identify business and IT requirements and address them.
• Identify patterns or complex problems and escalate to supervisors or managers as appropriate.
• Maintain thorough incident documentation to support resolution, trend analysis, and future enhancements.
• Apply critical thinking and root cause analysis to troubleshoot and resolve user-reported issues.
• Communicate clearly and professionally with users, including those experiencing service disruptions.

Requirements

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

Technologies

• JIRA
• Microsoft Windows

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Location and Training

Location: Remote position within the United States, with hybrid remote work options. The first six weeks require on-site training at 200 South Lamar St Jackson Mississippi 39201. Travel and lodging costs for non-local candidates are the responsibility of the candidate.

Contract Type

Long-term, multi-year contract.

Compensation

Hourly rate: $50.00 - $58.00 per hour.

What We Offer

• Long-term project stability through a multi-year contract.
• Chance to contribute to a high-impact data conversion initiative.
• Remote work flexibility after the initial onsite training period.
• Collaborative environment with both business and technical stakeholders.