Service Support Analyst- Senior Level

Job Description

Job Description

Overview

· 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.

 

Requirements

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