The Role
Serve as primary help-desk contact, diagnose system issues, manage and prioritize tickets, document incidents in JIRA, interact with DHS program and technical staff, and support Success data conversion and system enhancements.
Summary Generated by Built In
Candidate must have experience serving as primary point of contact for users experiencing help desk related issues.
Experience analyst with a background in system diagnosing software problems, resolve user inquiries for manual data
manipulation. Based on documented incidents in JIRA ticketing system, email or data log spreadsheet to ensure
seamless business operations for the Success data conversion project. Experience in interacting with DHS program
areas and technical staff regarding business and information technology needs. Manage receiving tickets, document,
prioritize, and track support requests from phone calls, emails, or chat portals. Experience with escalating issues and
identifying complex or recurring problems and escalate them to supervisor/manager for resolution. Strong verbal and
written communication skills to handle user frustration and convey clear policy resolutions. Critical -thinking skills to
diagnose root causes and document each incident to be used as the basis for system enhancements.
Required Skills/Experience
Provide the minimum required skills and/or experience the contractor must possess to qualify for this position. These
requirements will be transferred to the Score Sheet and candidates without these requirements reflected on their resume will
NOT be presented to the manager for consideration.
Applicants must have at least 5years of experience with automated system for determining benefits for SNAP, TANF or
E&T.
Preferred/Not Required
Provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory
experience, WebLogic experience helpful, etc.
Proficiency with JIRA (documented change system), Proficiency with Windows applications and Certified Professional
Business Analyst.
Requirements
Beginner: 1-2 years Intermediate: 3-5 years Advanced: 5-7 years SME: 7+ years
Skill Set Skill Level
(See key code above) Required/Preferred Notes
Operating Systems
Mainframe Intermediate Preferred Enter text here
Linux Intermediate Preferred Enter text here
Windows Advanced Required Enter text here
Hardware
Windows PC Intermediate Required Enter text here
Database Systems/Database Tools
SQL Server Intermediate Preferred Enter text here
ADABAS Intermediate Preferred Enter text here
QA/Testing – Approaches, Application
Data Quality Intermediate Preferred Enter text here
4. Scoring Method
Criteria Score Percentage Must equal 100%
Cost 30%
Functional/Technical Specifications 40%
Vendor Interview 30%
Skills Required
- At least 5 years experience with automated systems for determining benefits for SNAP, TANF, or E&T
- Experience serving as primary point of contact for users experiencing help desk related issues
- Experience diagnosing software problems and resolving user inquiries for manual data manipulation
- Experience interacting with DHS program areas and technical staff regarding business and IT needs
- Manage receiving tickets, document, prioritize, and track support requests from phone, email, or chat
- Strong verbal and written communication skills
- Critical-thinking skills to diagnose root causes and document incidents for system enhancements
- Proficiency with Windows applications
- Experience with Windows PC hardware
- Proficiency with JIRA (documented change system)
- Certified Professional Business Analyst
- Experience with SQL Server
- Experience with ADABAS
- Experience with Linux
- Mainframe experience
- Familiarity with data quality and QA/testing approaches
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The Company
What We Do
Novalink Solutions LLC is a global consulting, engineering, and AI product development company specializing in information technology and telecommunications. They provide AI-powered products, automation platforms, intelligent workflow systems, IT consulting, managed engineering, and staff augmentation services.
