Business System Analyst in Laurel, Maryland at W2 Consulting Corporation

The SPARS Help Desk Analyst provides support to users of the Substance Abuse and Mental Health Services Administration (SAMHSA) Performance Accountability and Reporting System (SPARS). This role is responsible for engaging with, responding to, and managing users and user inquiries to include providing SPARS User Training and Technical Assistance (TA), SPARS subject matter expertise, troubleshooting, and providing timely, accurate, and user-friendly guidance in both verbal and written forms. The business system analyst demonstrates strong analytical and problem-solving capabilities while leveraging related subject matter expertise to achieve effective resolution of user requests. Collaborates closely with other team members to ensure consistent service delivery.

Key Responsibilities

• Serve as the primary point of contact for SPARS users, responding to inquiries via email, phone, and other supported communication channels.
• Deliver clear, concise, and professional communication, tailoring responses to address specific questions.
• Analyze and resolve user inquiries by domain / subject matter expertise, system documentation and reference materials, Jira Service Management and other knowledge repositories to determine the most accurate response.
• Develop and disseminate user-facing guidance, including step-by-step instructions and explanatory materials, to support system understanding and issue resolution.
• Troubleshoot reported system issues by reproducing errors, identifying root causes, and determining appropriate workarounds.
• Maintain a high standard of customer service, ensuring inquiries are fully addressed and resolved.
• Collaborate with teammates to transfer knowledge, establish standard responses and support processes, and improve overall resolution efficiency.
• Document all customer interactions, troubleshooting activities, and resolutions within the help desk ticketing system (Jira Service Management).
• Use JSM information and other collected data to download, analyze, and Identify trends in user-reported issues. Contribute to continuous improvement of processes, documentation, and system support resources.
• Represent W2 Consulting, our partners, and SPARS professionally in all interactions, including communications with SAMHSA staff and leadership.

• Strong written and verbal communication skills, with the ability to engage customers from a “user’s” perspective. Translates technical concepts into clear, accessible language for non-technical audiences.
• Ability to manage support requests across multiple communication channels, including email, phone, and meetings.
• Demonstrated ability to work collaboratively within a team-oriented environment.
• Strong analytical skills, with the ability to interpret documentation and identify appropriate solutions to user issues.
• Proven troubleshooting capabilities, including replicating, diagnosing, and resolving assigned issues.
• Customer-focused approach with a consistent emphasis on accuracy, responsiveness, and completeness.

Preferred Qualifications

• Experience using and supporting Federal, State, or Local government health systems, including public health program support, grants management, or related government program platforms.
• Familiarity with a help desk ticketing platform such as JSM, ServiceNow, etc., and applying customer support best practices.
• Experience with data collection, dashboards, and reporting support, or performance accountability systems.
• Proficiency in Microsoft Excel.