Help Desk/Business Analyst

SCOPE OF THE PROJECT:

The CFS project is part of the department of social services (DSS) and is responsible for developing, implementing, and maintaining a federally mandated child support enforcement system (CSES) that provides comprehensive support to the operation of South Carolina’s child support enforcement (CSE) program as well as for implementation and support of the family court case management system (FCCMS) for the 46 clerks of court.

Job Purpose:

As the first point of contact for 800 SC-DSS child support services division staff and county clerk of court staff, the CFS help desk triages requests and incidents for PACSS (palmetto automated child support system) and FCCMS (family court case management system) aiming for a high level of first contact resolution. Additionally, the CFS help desk is responsible for supporting end user technical issues from the SC child support portal, a web-based portal accessible to all custodial and non-custodial parents involved in child support cases. Currently there are 25k registered users of this system.

The help desk analyst provides support for incident resolution and requests for the CFS help desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests. The help desk analyst is 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 PACSS and FCCMS project teams.

Daily duties:

Primary 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.
• Performs other duties as required.

Required Skills: (rank in order of importance)

• 4 years of experience working on child support related system 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 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.

Preferred Skills: (rank in order of importance)

• Attention to detail and strong problem-solving skills.
• Demonstrate strong ability to take initiative and ability to work with minimal to no guidance.

Skill Matrix:

• Problem Solving Skills - 2 - 4 Years
• Team Foundation Server (TFS) 2013 - 2 - 4 Years
• Analytical Skills - 2 - 4 Years