Over-the-Shoulder Support Analyst (COTS) Child Welfare System Implementation (State Consulting)

Over-the-Shoulder Support Analyst (COTS)

Sikich is seeking experienced Over-the-Shoulder Support Analysts (COTS) to provide in-person, hands-on user support for a large-scale enterprise system implementation within a government client environment. COTS Analysts will provide Tier 1 and Tier 2 support, assist users with system and workflow questions, troubleshoot issues, and document incidents in the designated ticketing system. COTS Analysts will be deployed to regional offices during Go-Live and stabilization phases to support end users in real time as they perform their daily work. This role is critical to reinforcing training, accelerating user adoption, resolving issues at the point of need, and minimizing operational disruption during system rollout. Analysts will work directly alongside users at their workstations, providing immediate guidance, troubleshooting assistance, and business workflow.

What will you do in this role?

• Provide in-person, over-the-shoulder support to end users during system usage.
• Provide Tier 1 and Tier 2 application support and troubleshoot common user and system issues in real time.
• Reinforce proper system usage, business processes, and concepts introduced during training.
• Identify recurring user questions, issues, and workflow challenges and communicate trends to the Service Desk and Implementation teams.
• Escalate complex or unresolved technical or system issues to the appropriate higher-level support teams.
• Work closely with Super Users, Service Desk Analysts, Implementation Leads, and Training teams.
• Support high-volume user needs during Go-Live and early adoption/stabilization periods.
• Provide feedback to improve training materials, job aids, FAQs, and other user-support resources.
• Document and track all incidents and support requests in the designated ticketing system.
• Maintain a professional, patient, and customer-focused approach when supporting users in a fast-paced operational environment.

What do you need to succeed in this role?

• 46 years of experience supporting enterprise applications in user support, system implementation, or business operations environments.
• Experience providing in-person user support during large-scale system implementations, deployments, or Go-Live events.
• Strong understanding of business workflows and the ability to translate system functionality into practical guidance for end users.
• Strong troubleshooting and problem-solving skills with the ability to resolve common application and user issues in real time.
• Excellent communication and interpersonal skills, including the ability to support users with varying levels of technical proficiency.
• Experience using ticketing or IT service management systems, such as ServiceNow, Cherwell, or similar platforms, for incident tracking and escalation.
• Ability to work effectively in fast-paced, high-demand environments.

Preferred Qualifications

• Prior child welfare experience is highly desired, including experience working with or supporting child welfare agencies, social workers, caseworkers, supervisors, or other child welfare professionals.
• Experience with the California CWS-CARES project is highly desired.
• Familiarity with California child welfare business processes, terminology, case management workflows, or existing child welfare systems is a strong plus.
• Experience supporting Salesforce or other enterprise SaaS platforms.
• Experience supporting public-sector, health and human services, county government, or other large organizational environments.
• Experience providing Tier 1 and/or Tier 2 support for enterprise applications.
• Familiarity with Organizational Change Management (OCM), user adoption, and Go-Live support strategies.
• Prior experience working alongside Training and Implementation teams or reinforcing end-user training in a production environment.

Work Environment

• Primarily an onsite role at regional office locations.
• May require travel between multiple office locations based on deployment and project needs.
• Must be available during regular business hours, with flexibility for after-hours and weekend support during Go-Live and stabilization periods.
• Must be able to work Pacific Time (PT) hours.
• Requires collaboration with remote Service Desk, Training, Implementation, and technical support teams.

Key Success Factors

• Ability to provide hands-on, real-time support in a live operational environment.
• Strong problem-solving and critical-thinking skills.
• Ability to quickly build trust and rapport with end users.
• Patience and the ability to clearly explain technical concepts to non-technical users.
• Adaptability in high-pressure and rapidly changing environments.
• Understanding of the importance of supporting child welfare professionals whose day-to-day work depends on accurate and effective system use.
• Strong focus on improving user confidence, proficiency, and system adoption.

Position Impact

This role is critical to ensuring:

• Rapid resolution of user issues at the point of need.
• Increased user confidence and proficiency with the system.
• Effective reinforcement of classroom and system training.
• Reduced dependency on the Service Desk for basic user and workflow issues.
• Identification and escalation of recurring system and business-process issues.
• Smooth Go-Live, stabilization, and successful system adoption across the organization.

In compliance with this state's pay transparency laws, the base compensation range for this role is 50-60-70/hr. This is not a guarantee of compensation or salary, as final offer amount may vary based on several factors including but not limited to experience and geographic location. Compensation ranges for roles in our Government Services pillar are determined by contract with the specific government agency Sikich is servicing.

In addition, specific skills/experience required are as follows:

• Values driven You embody and model absolute integrity and servant leadership and you have a bias for action and continuous innovation.
• Uncompromising problem solver You see opportunities in every business challenge and can develop, articulate and implement solutions.
• Collaboration You are a relationship builder across all levels of the organization and across all business units.
• Instills trust You do what you say, without ego, and you follow through on commitments consistently and credibly.
• Impact & influence You are relentlessly focused on making a difference and can gain support for ideas, proposals and solutions. You get others to act, with or without formal authority, to advance initiatives and objectives.

About Sikich

Sikich offers the public and private sectors a diverse platform of professional services across consulting, technology, and compliance. Highly specialized and hands-on teams deliver integrated solutions rooted in deep industry experience. Our approach is strategically and thoughtfully designed to help our clients, teams and communities accelerate success.

Sikich Total Rewards

Our team members enjoy expansive benefits ranging from competitive compensation and insurance options to wellness programs and a flexible time off policy, to name only a few. Sikich also takes pride in prioritizing team members' health, total wellbeing and time spent with family, friends and in the pursuit of personal goals, hobbies, and endeavors. Some examples of our many benefits:

• Sikich maintains a Flexible Time Off (FTO) Policy. We encourage every full-time employee, as your role permits, to utilize paid time off (personal time, mental/physical health care, vacation, sick leave, etc.). Waiting for time off to accrue is common at other companies. At Sikich, you do not have to wait for this benefit to kick in. FTO is activated on your first day with our organization.
• Sikich will also recognize paid holidays during the year and strives to permit employees to have time off the last week of the calendar year when client and project work permits.
• Sikich offers a comprehensive wellness program to engage, challenge and empower team members to take responsibility for their wellbeing. Activities can be tracked through our wellness provider to obtain gift cards and other rewards.

We also offer:

• Flexible work arrangements
• Health, dental, vision, life, and accident/death/disability insurance options
• HSA employer contribution
• Nine (9) paid holidays annually.
• A robust paid Parental Bonding Leave program covering birth, adoption, and foster children.
• 401(k) with employer contributions
• CPA bonus with four (4) paid exam days & four (4) paid study days.
• Tuition reimbursement
• Generous employee referral bonus program