Senior Application Support Analyst Child Welfare PATH NC

Service Support Analyst
- Senior Level

Required Experience Knowledge Abilities and

Skills:

• Experience and knowledge of browser-based applications (7+ Years)
• Experience researching analyzing and interpreting automated system problems (7+ Years)
• Experience working in an Application Support-based (not hardware) help desk environment (6+ Years)
• Experience in phone-based Customer Service focused roles being able to think and respond quickly to customer questions (7+ Years)

Preferred Experience Knowledge Abilities and

Skills:

• Working knowledge of social services and Child Welfare program (5+ Years)
• Working knowledge of the PATH NC application and functionality (1+ Years)

Job Responsibilities:

• Senior Application/Production Support role for the Child Welfare/PATH NC application
• Provides expert-level guidance to external customers county leadership and service providers using the system
• Requires advanced customer service analytical and leadership capabilities
• Extensive knowledge of client's Child Welfare program and related operational processes is strongly preferred
• Focuses on high-impact application support system reliability and proactive issue prevention rather than hardware
• Requires advanced technical proficiency deep troubleshooting expertise and the ability to mentor and guide junior staff
• Operations & Maintenance (O&M) Support Responsibilities
• Oversee and support resolution of complex county issues escalated beyond front-line Help Desk capabilities
• Perform advanced diagnostics to determine systemic or multi-layer root causes
• Lead resolution efforts for high-severity or cross-county problems
• Identify classify and escalate critical application or infrastructure issues to development and leadership teams
• Provide strategic recommendations for improving operational stability and reducing recurring issues
• Technical & Cross-Team Collaboration
• Partner closely with business owners architecture teams developers QA and cross-agency stakeholders to analyze and resolve complex problems
• Reproduce isolate and document high-complexity defects system behavior anomalies and performance issues
• Recommend strategic product workflow or process improvements based on long-term trend analysis and emerging patterns
• Mentor junior team members and foster cross-team knowledge sharing
• Coordination & Communication
• Act as a liaison between Business Program Management System Development A&I Technical Architecture county leadership and other partners
• Support the coordination and implementation of system change requests
• Communicate impact assessments risk evaluations and proposed solutions to leadership and stakeholders