Business Analyst family court operations child support TFS MS Office Visio SharePoint

Profile

SC-10344-1

Daily duties / 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 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.

Ensure that personal identifying information (PII) is properly used, accessed, gathered, shared and disposed. Protect the agency networks and applications by safeguarding systems, equipment and data.

Performs other duties as required.

Business Analyst:

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

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

Attention to detail and strong problem-solving skills

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

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

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Mvp Consulting Plus, Inc.