Short Description:

NC FAST requires the services of a Business Analyst with broad knowledge of NC FAST and its functionality to provide business and system analysis to support complex business processes and IT systems within the organizational unit.



Complete Description:

The purpose of this position is to provide business and system analysis to support complex business processes and IT systems within the organizational unit. This role will analyze business and system processes and recommend changes to policies and procedures, troubleshoot business problems and recommend solutions, assess their impact on business processes, and develop process flows. This position will also support the NC FAST application by assisting outside customers/agents who are accessing the system. This role also requires a high level of customer service experience to act as a member of the operations and maintenance support team responsible for monitoring incoming issues unable to be resolved by Help Desk staff by diagnosing the root cause and resolving isolated issues or, if required, escalating customer issues to development staff. This position works closely with DHHS divisions and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be referred to specialized policy staff, software developers and/or client implementation specialists. This position will work with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches, and may assist with setup of staging or test environments. This position may recommend product and process improvement strategies based on perceived trends or patterns in field issues. The position may provide subject matter expertise in the program area(s) and provides knowledge and experience in the direct delivery of services and benefits. With this background, the Business Analyst helps establish functional system analysis, policy support and enforcement criteria, and sets priorities related to the programs, including stakeholder priorities and requests. This role will be a liaison between Policy, Program Management, System Development and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved and implemented.



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