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IT Business Analyst

Columbia, SC, USA

Job Type

Contract

Workspace

Hybrid, 50% onsite

Job Rate

-

About the Role

• Provides support for incident resolution and requests for the CFS Help Desk.
• Responsibilities include initial assessment, triage, research, and resolution of incidents and requests.
• Responsible for collecting information through a customer conversation, accessing support tools, and engaging with additional support staff.
• Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner with staff from the project teams.

Description

• Reviews employer data reports provided by business analysts, ESU team and updates the data to meet project goals.
• May need to contact employers to confirm various employer data elements.
• Monitor employer data regularly and advise project business analysts and ESU team of the updates needed to maintain clean employer database.
• Secondary Responsibilities
• Addresses and resolves incidents and requests; logs and/or updates all incidents and requests; engages other service desk resources, job aids, newsletter articles or appropriate PACSS or FCCMS Project Team resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Documents resolutions and updates self-help and staff knowledge bases.
• Evaluates documented resolutions to create Knowledge Base articles, help sheets, Job-Aids, self ‐service documentation, and frequently asked questions lists for end users.
• Ensures 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.

Requirements

• Ability to identify, interpret and translate business process training for appropriate audiences
• Extensive experience MS Office and SharePoint
• Strong analytical skills
• Strong ability to communicate (orally and written) with customers, project staff and stakeholders
• Experience working in a team-oriented, collaborative environment
• Must be able to multi-task and meet deadlines in a fast-paced environment

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