Job Description :
Job Title: Business Analyst
Location: Harrisburg, PA
Duration: 5+ Months(extension)
Position Type: Contract
Interview: In-Person
Required Skills:
· Experience using formal requirements gathering methodologies Required 4 Years
· 4 year college degree or equivalent. Highly desired
· Experience developing business, functional, and non-functional requirements Required 4 Years
· Experience developing Requirements Traceability Matrix Required 4 Years
· Worked on a help desk Required 2 Years
· Experience with Service Now or other relevant IT Service Management toolset Required
· ITIL v3 Foundations Certification Preferred Highly desired
· Strong communication skills; both written and spoken. Required
Job Description:
The Department of Drug and Alcohol Programs (DDAP) requires the services of an experienced Analyst with the primary responsibility to provide Tier 1 Service Desk support for treatment providers using a recently implemented data system. The candidate will serve as the first point of contact to answer phone calls and emails to log in the IT Service Management Tool and provide Tier 1 troubleshooting. The candidate will work with non-technical staff at DDAP and technical staff at a 3rd party vendor to escalate and resolve incidents at Tier 2 and Tier 3. The candidate will assist in testing, requirements gathering, and data analysis as time permits.
The candidates must have the following requirements (PRIMARY):
Serves as primary contact for tier 1 support of Data System used by treatment providers throughout the Commonwealth (Password resets, user access, usability and general system troubleshooting)
Strong communication skills; both written and spoken.
Experience with Service Now or other relevant IT Service Management toolset
ITIL v3 Foundations Certification Preferred
Additional requirements may include (as time permits):
Assist in User Acceptance Testing (UAT) including test case creation, execution and defect management
Monitor and analyze provider data entry to identify potential data issues using excel and application screens
Works with users to ensure that solutions meet business requirements
Complete assigned tasks as required to assist in the implementation, design, training or support of PA WITS