Senior Service Support Analyst Raleigh, NC; Hybrid

Senior Service Support Analyst

Location:

Raleigh, NC

Duration: 12 Months (Hybrid)

Seeking for an Service Support Analyst to provide senior-level application and production support for the Child Welfare/PATH application. This role focuses on complex application troubleshooting, root-cause analysis, issue resolution, customer support, and system reliability.

• Provide advanced support for browser-based enterprise applications.
• Investigate and resolve complex issues escalated from the Help Desk.
• Perform advanced troubleshooting, diagnostics, and root-cause analysis.
• Resolve and escalate high-severity or cross-county application issues.
• Reproduce, isolate, and document application defects and performance issues.
• Collaborate with business teams, developers, QA, architects, and county stakeholders.
• Analyze recurring issues and recommend system, workflow, and process improvements.
• Support system change requests and communicate risks and impacts.
• Provide expert-level customer support to county users and service providers.
• Mentor junior support staff and promote knowledge sharing.

• Experience supporting browser-based/web applications.
• Strong application/production support experience.
• Experience troubleshooting complex automated system and application issues.
• Experience with root-cause analysis, incident escalation, and issue resolution.
• Strong phone-based customer service experience.
• Excellent analytical, communication, and problem-solving skills.