What are the responsibilities and job description for the Business Analyst Level II position at Diaconia LLC?
Diaconia is looking for a talented Business Analyst Level II to join our Amazing team!
If you're looking to join a company that truly appreciates you and your talents, look no further! At Diaconia, we are committed to serving and caring for our colleagues, our clients and our community. Our team is made up of talented individuals who appreciate having the opportunity to contribute their knowledge and experience to further the growth and development of our industry. Our ideal candidates embrace diverse thinking, enjoy partnering with others and are seeking to make a difference!
We are currently searching for a new, full-time member for our team for the position of:
Business Analyst Level II
Diaconia is seeking a qualified Business Analyst to assist users of the USDA's ezFedGrants system by answering their questions and resolving system issues efficiently.
Key Responsibilities:
- Create Service Request (SR) tickets to log user inquiries into ServiceNow for tracking and reporting purposes
- Communicate with users via email and/or over the phone to address issues in a timely fashion
- Escalating issues to Tier 2, when necessary, by creating incident tickets in ServiceNow
- Coordinate with the ezFedGrants O&M team to address escalated tickets and ensures timely resolution
- Expectation to work individually and in a team environment to resolve problems
- Support the Change Management process for the ezFedGrants system by gathering business requirements, participating in system design sessions as well as User Acceptance Testing for new system releases
- Onsite work as determined by the client.
- Attend monthly ezFedGrants trainings to represent ezFedGrants Helpdesk when needed
Required Education:
- Bachelor's degree in Computer Science
Required Experience/Skills:
- Extensive customer service experience
- 2-4 years' experience working on an IT or other type of Help Desk
- Experience gathering system requirements as Business Analyst
- Experience participating in User Acceptance Testing
- Strong written and verbal communication skills
- Strong interpersonal and teamwork skills
- Onsite requirement as needed determined by client.
Required Certification(s):
- ITIL Foundation Certification
Preferred Qualifications:
- Critical thinking and problem-solving skills
- Time management and planning skills
- Knowledge of federal grant regulations and compliance requirements 2 CFR 200
