Shoulder Support Analyst; State Consulting

Over-the-Shoulder Support Analyst (COTS) (US - Los Angeles, CA)

What to expect when you join Sikich

Team members at Sikich have a lot in common while also being part of a rich and varied group of contributors, creating a distinct and thriving culture. Chief among our commonalities is a desire for growth and a shared unity of purpose in our professional lives. We believe that through diverse perspectives, challenging the status quo and rewarding action, we accelerate innovation and drive growth – for our clients, for ourselves and for our communities.

The professional services landscape continues to evolve. For Sikich, this means we have an opportunity to further cement our leadership position in this industry and continue to grow our organization in increasingly exciting ways. This growth is meaningful for every team member at our company because larger companies simply see more interesting client opportunities and can attract impressively talented individuals like you.

Through a dedicated focus on key business priorities and intentionally creating a rewarding employee experience, Sikich has developed into a highly regarded provider of professional services and a sought-after employer of choice.

Do you want to work with other skilled and agile practitioners who thrive on challenge and growth? We believe everyone has untapped potential. That’s why we lead with vision and act fast, pairing deep expertise with practical solutions. Our teams cut through complexity and deliver real impact. It's our hope that you find more than just a job. At Sikich, you'll find optimism, clear insights and genuine warmth, without egos.

Are you ready to grow with us?

This position is scheduled to end on January 31, 2027, with the possibility of an extension.

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.

• 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.

• 4–6 years of experience…