Mfinite Consulting LLC Business Support Analyst Annapolis, MD · Full time

Apply for Business Support Analyst

Business support analysts are the drivers of our continued growth and success. With their commitment to innovation, these analysts provide end-user support for systems, applications, and business processes. From analyzing and assessing customer issues to identifying, troubleshooting, resolving system issues, and communicating resolutions related to supported technologies, the ideal candidate will ensure systems are functional to optimize productivity while reducing downtime. We’re searching for an experienced business support analyst, a detailed planner, and an expert communicator who will help our clients reach and maintain their strategic goals. This person should also be wholly committed to discovering and developing innovative solutions in an ever-changing digital landscape. 

About Us: Mfinite Consulting LLC is a certified Veteran Owned Small Business (VOSB) and Minority/Disadvantaged/Small Business Enterprise (MBE/DBE/SBE) that serves clients at every organizational level, whether as a trusted advisor to top management or as a hands-on coach for front line employees. We partner with businesses to put recommendations into practice and work directly with them over the long term to help develop workforce skills, drive operational improvement, and apply new working methods.

Location: Annapolis, MD

Travel: Yes

Remote work is not currently authorized for this role

Objectives of this role

The Business Support Analyst will primarily be responsible for the support of the Maryland Judiciary's e-filing community. The candidate will support end users associated with the Odyssey File & Serve (OFS) application, the Attorney Information Systems (AIS), and any other attorney-related databases; and actively participate in attorney outreach activities.

•   Provide end-user support for system, application, and business processes by providing guidance, troubleshooting, resolving system issues, and communicating resolutions related to supported technologies to ensure systems are functional to optimize productivity and reduce downtime
•  Analyze and assess user’s issues, questions, requests, and errors by working as a liaison between users, Vendor Support staff, and Judiciary Information System (JIS) Odyssey Support or other JIS Odyssey Groups and recommend corrective actions
•  Properly relay users' concerns and problems to e-Filing staff and Vendor’s Support staff
• Develop and maintain training materials and operations manuals according to department standards
• Test revisions or upgrades to the applications
• Provide training to Maryland’s Judiciary justice partners, e.g., State Attorneys, Public Defenders.
• Assist the JIS staff with ongoing debugging and maintenance of MDEC Odyssey File and Serve as reported by users.
• Assist in the preparation of training, drafting written procedures/materials, and presentations of various attorney-related databases.
• QA testing as necessary of production fixes as notified coming from a vendor, working with e-Filing staff, JIS Odyssey Support, or other JIS Odyssey Groups resulting from testing
• Maintain (add, update, close) the current JIS Service Desk Application (ServiceNow) while also maintaining the same production issues in the vendor-maintained Service Desk (ONYX)
• Respond to, identify, research, and analyze production and stage problems/errors for MDEC Odyssey File and Serve (OFS), Attorney Information Systems (AIS), and any other attorney-related databases reported by end users

Responsibilities

• Conduct quality assurance at the staging and production stages of the System Development Lifecycle (SDLC)
• Establish and maintain effective working relationships with peers, end users, and vendor development staff, as well as all levels of management and judicial personnel
• Evaluate, analyze, and communicate user’s requirements on a continuing basis and maintain systems processes, including the delivery of weekly status reports to all appropriate parties
• Author and update internal and external documentation and formally initiate and deliver requirements and documentation
• Conduct ongoing review and revision of the mdcourts.gov e-filing website
• Develop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from end users and managers with supporting research and recommendations

Required skills and qualifications

• Two or more years of experience in business operations and systems/business requirements processes
• Highly organized with the ability to keep track of multiple projects, requirements, and action items and follow through to task closure.
• Proven analytical abilities
• Experience in generating process documentation and reports
• Skilled in providing problem analysis and coordinating ongoing user support
• Excellent communication skills, with an ability to translate data into actionable insights and translate technical concepts into business terms

Preferred skills and qualifications

• Associate degree (or equivalent) in information technology or computer science
• Strong working knowledge of relevant WEB-based Application Program Systems and MS Office Suites Systems
• Proven ability to manage projects and user testing
• Skilled in interpreting user requirements, needs, and issues
• Understanding of Case Management applications processing and procedures or integrated applications system maintenance
• Knowledge and ability to utilize standards and guidelines relative to Systems Development Life Cycle (SDLC)
• Expertise of the Project Management Body of Knowledge (PMBOK)

If you are ready to take the next step in your career, apply online here. Please explain why your experience is relevant to this role in your cover letter.