Senior Application Support Analyst

Job Summary:

The Senior Service Support Analyst role focuses on providing expert-level application and production support for the Child Welfare/PATH NC system. This position demands advanced technical proficiency, leadership capabilities, and deep knowledge of North Carolina's Child Welfare program to resolve complex issues, ensure system reliability, and mentor junior staff. The analyst will collaborate with multiple stakeholders to maintain operational stability and improve system performance. Responsibilities:

• Lead resolution of complex, high-severity application issues escalated beyond front-line support.
• Perform advanced diagnostics to identify root causes of systemic problems.
• Provide expert guidance to external customers, county leadership, and service providers.
• Identify, classify, and escalate critical application or infrastructure issues to development and leadership teams.
• Recommend strategic improvements to enhance operational stability and reduce recurring issues.
• Collaborate with business owners, architecture teams, developers, QA, and stakeholders to analyze and resolve complex problems.
• Reproduce, isolate, and document high-complexity defects and performance issues.
• Mentor junior team members and promote cross-team knowledge sharing.
• Serve as liaison among Business, Program Management, System Development, Technical Architecture, and county leadership.
• Support coordination and implementation of system change requests.
• Communicate impact assessments, risk evaluations, and solutions to leadership and stakeholders.

Required Skills & Certifications:

• 7+ years experience with browser-based applications.
• 7+ years researching, analyzing, and interpreting automated system problems.
• 6+ years experience in an application support help desk environment (non-hardware).
• 7+ years experience in phone-based customer service roles with quick problem-solving skills.

Preferred Skills & Certifications:

• 5+ years working knowledge of social services and the Child Welfare program.
• 1+ year experience with the PATH NC application and its functionality.

Special Considerations:

• Strict approval required for absences longer than two weeks with contact information provided.
• Candidate must be available for in-person interviews.
• Onsite presence required 2 days per week.
• Compliance with hourly rate caps and compensation laws including overtime.
• Disclosure required if subcontracted or outsourced work is involved.

Scheduling:

• Full-time assignment from September 14, 2026, to September 13, 2027.
• Onsite work required two days per week; remaining work may be remote.