UI Support Analyst, SIDES (Remote)

NASWA is seeking an Unemployment Insurance (UI) Support Analyst to support its State Information Data Exchange System (SIDES) program. This role provides comprehensive program support to states and employers/third-party administrators (TPAs) that are current or prospective SIDES users.

• Background on NASWA
• The National Association of State Workforce Agencies (NASWA) is the national organization representing all 50 state workforce agencies, D.C. and U.S. territories. These agencies deliver training, employment, career, and business services, in addition to administering unemployment insurance (UI), veteran reemployment, and labor market information programs. NASWA provides policy expertise, shares promising state practices, and promotes state innovation and leadership in workforce development.

• Background on SIDES
• The Unemployment Insurance (UI) State Information Data Exchange System (SIDES) allows for the electronic transmission of information requests from UI agencies to employers and/or third-party administrators (TPAs), as well as transmission of replies containing the requested information back to the UI agencies.
• SIDES was developed through a strategic partnership between the U.S. Department of Labor (USDOL) and a five-state consortium of Unemployment Insurance (UI) agencies. The SIDES system provides a secure electronic infrastructure with a single point of connection, which is used and valued by state UI agencies and employers. SIDES uses nationally standardized data formats to facilitate the exchange of information necessary for the administration of state UI laws. These electronic data exchanges support timely and proper payment of unemployment benefits, prevent and detect improper payments, and reduce administrative costs.

• Overview of Position
• NASWA is seeking an Unemployment Insurance (UI) Support Analyst to support its State Information Data Exchange System (SIDES) program. This role provides comprehensive program support to states and employers/third-party administrators (TPAs) that are current or prospective SIDES users.
• Key responsibilities include working with SIDES technical and business analysts to create system wireframes, developing recommendations for improving UI integrity through optimized SIDES usage, and creating training materials for state workforce agencies.
• The UI Support Analyst partners closely with state UI business teams, project management staff, and private-sector stakeholders to support the promotion, implementation, and ongoing operation of SIDES data exchanges.

• Roles and Responsibilities
• User Support and Communication: Lead SIDES user support and communications efforts. Provide comprehensive customer support for employers and TPAs using SIDES E-Response to ensure complete and timely submissions. Review detailed UI policies, procedures and definitions related to SIDES implementation and how those relate to state terminology and processes.

Technical Troubleshooting: Provide clear, user-friendly explanations of technical and UI process issues and solutions. Manage customer expectations through diplomacy, negotiation, and clear communication. Document interactions and create case reports or dashboards for analysis and continuous improvement.

Documentation and Knowledge Sharing: Create and update technical documentation, user guides, and knowledge base articles. Share best practices and solutions to improve future support processes Indeed. Produce periodic reports on exchange usage, performance, timeliness, and data quality metrics.

Incident and Request Management: Respond promptly to user-reported incidents, service requests, and service desk tickets for software, hardware, and network issues. Log incidents and service requests in the appropriate ticketing system, ensuring accurate categorization and tracking. Escalate complex or unresolved issues to the appropriate team lead or management when necessary.

Collaboration and Escalation: Coordinate with developers, testers, and other IT teams to resolve complex problems. Facilitate outage investigations and service restoration, including organizing meetings or calls. Serve as a liaison between end-users, product teams, and technical staff.

Process Adherence and Compliance: Provide guidance to employers and TPAs regarding SIDES expectations, responses, and compliance. Follow operational workflows, ITIL frameworks, and change control procedures. Ensure compliance with federal and state UI policies, organizational policies and security standards. Manage the SIDES Certification Program.

Continuous Improvement: Develop recommendations for improving UI integrity through optimized SIDES usage. Identify recurring issues and recommend process or product improvements. Participate in system design, implementation, and testing to ensure alignment with business needs. Provide input to for wireframe creation to develop E-Response screens, with the overall employer experience being a key factor.

Training and Communications Support: Develop online training materials for new exchanges and/or exchange rewrites ensuring accuracy and compliance with federal and state UI policies and procedures. Conduct training sessions as requested, demoing E-Response and explaining functionality of SIDES exchanges. Work closely with state workforce agencies to create tailored training and communication materials for state staff and/or employer community. Assist the SIDES Senior Manager in the coordination and execution of the Annual SIDES Seminar; collaborating with the SIDES Operations Committee, NASWA Communications team and other NASWA divisions.

System Monitoring: Monitor SIDES system metrics, performance, and security to identify vulnerabilities and trends. Apply updates, patches, and security measures to maintain system integrity.

• Competencies
• UI Subject Matter Expertise
• Thorough knowledge of the federal/state Unemployment Insurance benefits and/or tax programs.
• Knowledge of state UI benefits and/or tax operations sufficient to be considered a UI Subject Matter Expert.
• Comprehensive understanding of how SIDES operates within the federal/state UI program.\

• Analytical & Problem-Solving Skills
• Root Cause Analysis – Going beyond quick fixes to prevent recurring issues.
• Data Interpretation – Using logs, metrics, and reports to identify patterns.
• Prioritization – Managing multiple incidents based on urgency and impact.

• Communication & Interpersonal Skills
• Active Listening – Understanding SIDES user and stakeholder issues and concerns without assumptions.
• Clear Communication – Explaining detailed UI process and technical concepts in user-friendly language.
• Collaboration – Working effectively with the SIDES project team, SIDES technical team, vendors, and stakeholders.

• Technical Skills
• Troubleshooting & Diagnostics – Identifying, analyzing, and resolving hardware, software, and UI process issues.
• Operating Systems Proficiency – Familiarity with Windows, macOS, Linux, and mobile OS environments.
• Application Support – Comprehensive knowledge of SIDES operational processes.
• Ticketing Systems – Experience with tools like Jira or comparable systems used to log and track issues.

• Organizational & Process Skills
• Documentation – Creating accurate knowledge base articles and incident reports.
• Time Management – Meeting deadlines and balancing workload effectively.
• Continuous Learning – Staying updated on emerging UI guidance, policies and procedures as well as related technologies and tools.

• Relevant Experience Required
• 5 years of experience in the State Unemployment Insurance operations.
• Strong communicator with excellent time management skills and a proven ability to learn quickly, solve problems, and navigate complex business and interpersonal situations.
• Strong writing skills with the ability to translate SIDES program jargon into user-friendly formats.
• Ability to clearly communicate in written and verbal English to both internal and external stakeholders.
• Strong interpersonal, planning, and organizational skills.
• Ability to work collaboratively under the direction of the SIDES Senior Manager while independently managing responsibilities with minimal supervision.
• Proficient with Microsoft Office products: Word, PowerPoint, Excel, and Outlook.
• UI IT system and/or SIDES experience at a state or national level (preferred).

• Education
• Undergraduate degree, preferably in information technology or business administration discipline from an accredited college or university
• Experience specific to work in unemployment insurance with a state agency, employer HR department dealing with UI or employer representative may be substituted for the education requirement.

• Job Details
• Location: Remote/U.S. Based
• Reports To: Senior Manager, SIDES
• Position Type: Full-time
• Salary Range: $85,000-$95,000 commensurate with experience.
• Benefits: NASWA offers comprehensive benefits including a generous health care package, 401(k), educational assistance, paid time off and other great options.
• Travel Requirements: Periodic travel in the United States for meeting with states and conferences for marketing SIDES. Travel could be up to 25 percent during peak periods.
• Sponsorship: NASWA is currently unable to sponsor applicants for work visas.

How to Apply:

• Interested applicants should submit a cover letter and resume via email to [email protected] no later than August 4, 2026.
• NASWA is an equal-opportunity employer. NASWA does not unlawfully discriminate on the basis of race, color, religion, national origin, sex, age, marital status, military status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation or any other characteristic protected by Federal or District of Columbia law. Our non-discrimination policy applies to all facets of employment, including recruiting, hiring, employment, promotion, demotion, dismissal, compensation, and training opportunities.