Service Support Analyst, Raleigh, NC,

CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk Senior Analyst to help spearhead production support analysis and resolution of PATH NC issues.

• 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.

• 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 elevate critical application or infrastructure issues to development and leadership teams.
• Provide strategic recommendations for improving operational stability and reducing recurring issues.

• 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.

• 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.

• 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

• Long-Term Stability: Join us on a multi‑year opportunities with room to grow.
• Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
• Future Planning: Enroll in our 401(k) program and invest in your financial security.
• GC Assistance: We support immediate Green Card processing, if required.