Job Description

Candidate must have experience serving as primary point of contact for users experiencing help desk related issues.

Experience analyst with a background in system diagnosing software problems, resolve user inquiries for manual data

manipulation. Based on documented incidents in JIRA ticketing system, email or data log spreadsheet to ensure

seamless business operations for the Success data conversion project. Experience in interacting with DHS program

areas and technical staff regarding business and information technology needs. Manage receiving tickets, document,

prioritize, and track support requests from phone calls, emails, or chat portals. Experience with escalating issues and

identifying complex or recurring problems and escalate them to supervisor/manager for resolution. Strong verbal and

written communication skills to handle user frustration and convey clear policy resolutions. Critical -thinking skills to

diagnose root causes and document each incident to be used as the basis for system enhancements.

Required Skills/Experience

Provide the minimum required skills and/or experience the contractor must possess to qualify for this position. These

requirements will be transferred to the Score Sheet and candidates without these requirements reflected on their resume will

NOT be presented to the manager for consideration.

Applicants must have at least 5years of experience with automated system for determining benefits for SNAP, TANF or

E&T.

Preferred/Not Required

Provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory

experience, WebLogic experience helpful, etc.

Proficiency with JIRA (documented change system), Proficiency with Windows applications and Certified Professional

Business Analyst.

Requirements

Beginner: 1-2 years Intermediate: 3-5 years Advanced: 5-7 years SME: 7+ years

Skill Set Skill Level

(See key code above) Required/Preferred Notes

Operating Systems

Mainframe Intermediate Preferred Enter text here

Linux Intermediate Preferred Enter text here

Windows Advanced Required Enter text here

Hardware

Windows PC Intermediate Required Enter text here

Database Systems/Database Tools

SQL Server Intermediate Preferred Enter text here

ADABAS Intermediate Preferred Enter text here

QA/Testing – Approaches, Application

Data Quality Intermediate Preferred Enter text here

4. Scoring Method

Criteria Score Percentage Must equal 100%

Cost 30%

Functional/Technical Specifications 40%

Vendor Interview 30%

About NOVALINK SOLUTIONS LLC

Novalink Solutions LLC (Novalink) is a global consulting and engineering services company. The company provides temporary and permanent staffing services in a variety of areas including Information Technology, Accounting/Finance, Engineering, Insurance, Healthcare, Marketing/Operations, Government Affairs, and Administration. Relying on core competencies of its people and agile processes, Novalink commits to deliver highest quality of service to clients and partners at the most optimal pricing.

Novalink has a global network of experienced and dedicated technical professionals. The Company’s executive team members have an average of twenty (20) years in the Telecommunications and Information Technology areas along with proven experience in executive leadership and strategy implementation. Novalink has its main office in Atlanta, GA.

Novalink has three core business units (1) Managed Engineering Services and (2) Staff Augmentation Services in the areas of expertise in IT/Software Engineering and Telecommunications/Wireless Network Engineering and (3) Non-Executive Staffing Services. Novalink’s targeted markets include Government, Telecommunications companies, Insurance, Energy, Healthcare, and Utilities. Its current client list includes thirty five (35) State governments and several Fortune 500 companies in various target markets. Novalink is Federal GSA Schedule 70 Contract Holder.

Based out of Atlanta, with offices in New York, Maryland, North Carolina and Texas, Novalink’s primary customers are government agencies, telecommunications companies, the healthcare industry, along with energy and utilities.

Industry

IT & Software

Company Size

51-200 employees

Headquarters

Suwanee, Georgia

Year Founded

2003

Website

novalink-solutions.com

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