CL - Business Analyst

Job Description: 3 Professional References Needed at submission

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:
Under limited supervision, leads the day-to-day operations of the CFS Help Desk support staff by promoting excellent customer service and effective response times, providing expert level insights into general support issues, and enforcing quality of service guidelines for dealing with users, completing services, and overall user satisfaction. 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 60k+ registered users of this system. Additionally, the CFS Help Desk supports the Child Support Services Division by analyzing data in PACSS and recommending updates to system data.

Daily Duties:
Primary 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 and mentoring 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.

• Leads efforts to analyze data within PACSS for merging and cleanup activities to be performed by end users and/or the Help Desk staff.

• Identify training opportunities for end users based on help desk ticket analysis.

• Ensure that personal identifying information (PII) is properly used, accessed, gathered, shared, and disposed.

• Performs other duties as required.

Required Skills:
(rank in order of Importance)

• 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

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

• 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.

Preferred Skills:
(rank in order of Importance)

• Attention to detail and strong problem-solving skills

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