Shoulder Support Analyst; State Consulting

Over-the-Shoulder Support Analyst (COTS)

Sikich is seeking experienced Over-the-Shoulder Support Analysts (COTS) to provide in-person, hands-on user support for a large-scale enterprise system implementation within a government client environment. COTS Analysts will provide Tier 1 and Tier 2 support, assist users with system and workflow questions, troubleshoot issues, and document incidents in the designated ticketing system. COTS Analysts will be deployed to regional offices during Go-Live and stabilization phases to support end users in real time as they perform their daily work.

This role is critical to reinforcing training, accelerating user adoption, resolving issues at the point of need, and minimizing operational disruption during system rollout. Analysts will work directly alongside users at their workstations, providing immediate guidance, troubleshooting assistance, and business workflow.

What will you do in this role?

• Provide in-person, over-the-shoulder support to end users during system usage.
• Provide Tier 1 and Tier 2 application support and troubleshoot common user and system issues in real time.
• Reinforce proper system usage, business processes, and concepts introduced during training.
• Identify recurring user questions, issues, and workflow challenges and communicate trends to the Service Desk and Implementation teams.
• Escalate complex or unresolved technical or system issues to the appropriate higher-level support teams.
• Work closely with Super Users, Service Desk Analysts, Implementation Leads, and Training teams.
• Support high-volume user needs during Go-Live and early adoption/stabilization periods.
• Provide feedback to improve training materials, job aids, FAQs, and other user-support resources.
• Document and track all incidents and support requests in the designated ticketing system.
• Maintain a professional, patient, and customer-focused approach when supporting users in a fast-paced operational environment.

What do you need to succeed in this role?

• 4–6 years of experience supporting enterprise applications in user support, system implementation, or business operations environments.
• Experience providing in-person user support during large-scale system implementations, deployments, or Go-Live events.
• Strong understanding of business workflows and the ability to translate system functionality into practical guidance for end users.
• Strong troubleshooting and problem-solving skills with the ability to resolve common application and user issues in real time.
• Excellent communication and interpersonal skills, including the ability to support users with varying levels of technical proficiency.
• Experience using ticketing or IT service management systems, such as Service Now, Cherwell, or similar platforms, for incident tracking and escalation.
• Ability to work effectively in fast-paced, high-demand environments.

Preferred Qualifications

• Prior child welfare experience is highly desired, including experience working with or supporting child welfare agencies, social workers, caseworkers, supervisors, or other child welfare professionals.
• Experience with the California CWS-CARES project is highly desired.
• Familiarity with California child welfare business processes, terminology, case management workflows, or existing child welfare systems is a strong plus.
• Experience supporting Salesforce or other enterprise SaaS platforms.
• Experience supporting public-sector, health and human services, county government, or other large organizational environments.
• Experience providing Tier 1 and/or Tier 2 support for enterprise applications.
• Familiarity with Organizational Change Management (OCM), user adoption, and Go-Live support strategies.
• Prior experience working alongside Training and Implementation teams or reinforcing end-user training in a production environment.

Work Environment

• Primarily an onsite role at regional office locations.
• May require travel between multiple office locations based on deployment and project needs.
• Must be available during regular business hours, with flexibility for after-hours and weekend support during Go-Live and stabilization periods.
• Must be able to work Pacific Time (PT) hours.
• Requires collaboration with remote Service Desk, Training, Implementation, and technical support teams.

Key Success Factors

• Ability to provide hands-on, real-time support in a live operational environment.
• Strong problem-solving and critical-thinking skills.
• Ability to quickly build trust and rapport with end users.
• Patience and the ability to…