What are the responsibilities and job description for the WIC Help Desk Business Analyst position at Department of Health?
Nature of Work
This position serves as a Business Analyst for the West Virginia WIC Help Desk, providing technical assistance and troubleshooting support to 57 clinics statewide. The analyst will assist with the Crossroads Management Information System (MIS)—the WIC eligibility and benefit issuance system supporting approximately 34,000 participants each month.
Key Responsibilities:
Technical Support & Troubleshooting:
- Respond to calls and emails from internal and external WIC customers.
- Resolve issues related to Electronic Benefit Transfer (EBT), including issuance, transactions, and redemptions.
- Research and correct data issues in Crossroads MIS using SQL Manager.
System Testing & Analysis:
- Test, document, and track defects and enhancements in the Crossroads application.
- Develop workarounds for system defects and contribute to software improvements.
- Serve on a team of Subject Matter Experts (SMEs) to analyze, develop, and test software functionality.
- Assess WIC program needs and recommend software solutions while ensuring compliance with WIC federal regulations, the WV Office of Technology, and OSA/MIS.
Communication & Coordination:
- Ensure the automated messaging system runs daily and assist WIC employees with configuring communication methods (phone, text, mail, email) for participants and retailers.
- Coordinate special medical food orders with the contract formula warehouse, ensuring timely delivery to WIC participants or clinic locations.
Portal & Website Management:
- Oversee the WIC participant portal, including triaging online applications and coordinating scheduling with local WIC clinics to prevent dual participation.
- Maintain and update the WIC website.
Perform other tasks as assigned to support the Office of Nutrition Services.
Minimum Qualifications
Training: Bachelor's degree from a regionally accredited college or university.
Substitution: Additional experience as described below may be substituted for the required training on a year-for-year basis.
Experience: Two (2) years full-time, equivalent part-time paid or volunteer experience in a technical or program area that is related to the area of employment.Substitution: Post-graduate education in a field related to the area of employment may be substituted for the required experience on the basis of fifteen semester hours for one (1) year of experience.
OR
Master's degree in social work from a regionally accredited social work program from a regionally accredited college or university.
Note: Appointment above the entry rate may be made at 5% for each six (6) months of successfully completed work as an intern in a practicum placement with the Department of Health and Human Resources for the Master of Social Work degree.
Job Type: Full-time
Pay: $37,536.00 - $65,020.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- Monday to Friday
Work Location: In person
Salary : $37,536 - $65,020
