Application Support Analyst
Crescens Inc.
Application Support Analyst
Location: Raleigh, NC (Hybrid-2 days onsite work required) Duration: 11+ Month Type: Contract
In-person interview
Overview
Application/Production Support role for the Child Welfare/PATH NC application. Provides assistance to external customers and service providers using the system. Requires strong customer service skills. A working knowledge of North Carolina's Child Welfare program is highly desired. Focuses on application support rather than hardware. Requires moderate technical and troubleshooting experience.
Operations & Maintenance (O&M) Support Responsibilities
- Monitor and address county issues that front-line Help Desk staff cannot resolve.
- Diagnose issues to determine root causes.
- Resolve isolated problems when possible.
- Escalate broader or system-level issues to the development team as needed.
Technical & Cross-Team Collaboration
- Work closely with business and technical teams to troubleshoot and analyze issues.
- Reproduce, isolate, and document complex problems.
- Provide resolutions using temporary process changes and support testing of fixes and patches.
- Assist with staging or test environment setup when required.
- Recommend product or process improvements based on observed trends or patterns.
Coordination & Communication
- Serve as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.
- Support the coordination, budgeting, approval, and implementation of system change requests.
Required Skills
- Experience and knowledge of browser-based applications Experience researching, analyzing and interpreting automated system problems.
- Experience working in an Application Support-based (not hardware) help desk environment.
- Working knowledge of social services and Child Welfare program.
- Working knowledge of the PATH NC application and functionality.
- Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.
Vacancy posted 5 days ago
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