Service Support Analyst- Senior Level

Senior Application/Production Support Role

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 North Carolina'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.

Skill
- Required /Desired
- Amount - of Experience

Experience and knowledge of browser-based applications.

- Required - 7 - Years

Experience researching, analyzing and interpreting automated system problems.

- Required - 7 - Years

Experience working in an Application Support-based (not hardware) help desk environment.

- Required - 6 - Years

Working knowledge of social services and Child Welfare program.

- Highly desired - 5 - Years

Working knowledge of the PATH NC application and functionality.

- Highly desired - 1 - Years

Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.

- Required - 7 - Years