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KēSTA I.T is actively seeking a Business Analyst for an immediate contract engagement with our government client.

Work Location: This position is Onsite

Job Description:

We Are Seeking an experienced Business Analyst to provide operational and application support for enterprise systems while serving as the primary point of contact for users experiencing system and help desk issues. This role is responsible for troubleshooting application problems, documenting and managing support requests, analyzing root causes, and collaborating with technical and business teams to ensure efficient system operations. The ideal candidate will have strong analytical, communication, and customer service skills, along with experience supporting benefits eligibility systems, managing issue resolution through ticketing systems, and contributing to continuous process improvements.

Responsibilities:

·         Serve as the primary point of contact for users experiencing application and help desk issues.

·         Receive, document, prioritize, and track support requests submitted through phone, email, chat, and ticketing systems.

·         Troubleshoot software issues, diagnose system problems, and provide timely resolutions for user inquiries.

·         Perform manual data analysis and data corrections to support business operations and data conversion activities.

·         Document incidents, resolutions, and recurring issues to support knowledge sharing and future system enhancements.

·         Analyze support trends and identify root causes of recurring problems.

·         Escalate complex technical issues to appropriate technical teams or management when necessary.

·         Collaborate with business units and IT teams to understand operational needs and support business processes.

·         Communicate clearly with users regarding issue status, expected resolution timelines, and system updates.

·         Maintain accurate records of incidents, requests, and system activities within the ticket management system.

·         Support data quality initiatives by validating information and assisting with issue resolution.

·         Assist with system testing, validation, and user support activities during application enhancements and deployments.

·         Recommend process improvements that enhance system efficiency and user experience.

·         Work effectively under tight deadlines while managing multiple support requests and priorities.

Required Skills:

·         Associate's degree in Information Technology, Business, Computer Science, or a related field, or equivalent professional experience.

·         Minimum of 5 years of experience supporting automated eligibility systems for public assistance or benefits administration.

·         Experience serving as the primary contact for application support and help desk operations.

·         Strong experience troubleshooting software issues and resolving user support requests.

·         Experience documenting, prioritizing, and tracking incidents using a ticket management system.

·         Strong analytical and critical-thinking skills with the ability to identify root causes and recommend solutions.

·         Excellent verbal and written communication skills with a customer-focused approach.

·         Experience collaborating with both business stakeholders and technical teams.

·         Advanced proficiency with Microsoft Windows operating systems and Windows-based applications.

·         Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

·         Ability to work independently while maintaining accuracy and attention to detail.

Preferred Qualifications

·         Experience using JIRA or similar issue and change management platforms.

·         Certified Professional Business Analyst (CBAP) or comparable Business Analyst certification.

·         Experience with SQL Server or relational database systems.

·         Experience working with ADABAS databases.

·         Experience supporting data quality initiatives and data validation processes.

·         Familiarity with Linux and Mainframe environments.

·         Experience supporting large-scale data conversion or enterprise modernization projects.

·         Knowledge of business process improvement methodologies and application lifecycle support.

Available Benefits:

·         Medical Benefits (Platinum level plans available)

·         Work from home / Hybrid / Onsite options

·         PTO

·         Holiday Pay

·         VTO

·         401K

·         Charitable Match

·         Training reimbursement

About KēSTA I.T.:

Our name says it all; KēSTA I.T. (Keys-to-I.T.) AND our people are our keys to our success!

KēSTA I.T. is a premier Utah-based technical staffing and consulting services firm. We specialize in temporary and permanent placement of Software, Hardware, Network, Cloud, CRM/ERP, Data, End-User support, Web and Executive / leadership-based positions on a full time and consulting basis.

If you're interested in a role where top performance is rewarded, personal time is valued, and excellence is demanded at every level we want to talk to you today! 

Where do you want to go? We've got the keys! ~ KēSTA I.T.

WWW.KeSTAIT.COM