Application/Production Support Help Desk Analyst

InnoSoul•Raleigh, NC

4d•Hybrid

About The Position

NC FAST/CWS requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of NC FAST provider issues. This is an Application/Production Support position where selected candidates will support the CWS/PATH NC application by assisting outside customers/service providers who are accessing the system. This role also requires a high level of customer experience and is not a hardware-based help desk role. This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming service provider issues that cannot be resolved by front-line Help Desk staff, by diagnosing the root cause and resolving isolated issues or, if required, escalating provider issues to development staff. These positions work closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be referred to specialized business/policy staff, software developers, and/or client implementation specialists. Positions work with multiple groups to work through complex issues that include replicating, isolating, and identifying a root cause while providing workarounds and testing, fixes, and patches, and may assist with the setup of staging or test environments. Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues. These positions will be a liaison between Business, Program Management, System Development, and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved, and implemented.

Requirements

Experience and knowledge of browser-based applications.
Experience researching, analyzing and interpreting automated system problems.
Experience working in an Application/Production Support based (not hardware) help desk environment.
Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.

Nice To Haves

Working knowledge of social services and subsidized Child Care / Providers.
Broad knowledge of the CWIS/PATH NC application and functionality.
Experience writing and running SQL queries.
Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.

Responsibilities

Assist with production support analysis and resolution of NC FAST provider issues.
Support the CWS/PATH NC application by assisting outside customers/service providers who are accessing the system.
Monitor incoming service provider issues that cannot be resolved by front-line Help Desk staff.
Diagnose the root cause and resolve isolated issues.
Escalate provider issues to development staff if required.
Work closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence.
Refer issues to specialized business/policy staff, software developers, and/or client implementation specialists.
Work with multiple groups to work through complex issues that include replicating, isolating, and identifying a root cause while providing workarounds and testing, fixes, and patches.
Assist with the setup of staging or test environments.
Recommend product and process improvement strategies based on perceived trends or patterns in field issues.
Act as a liaison between Business, Program Management, System Development, and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved, and implemented.