Service Support Analyst- Senior Level
About The Position
The CWS/PATH NC Help Desk is seeking a Senior Application/Production Support Help Desk Analyst to lead the production support analysis and resolution of PATH NC issues. This senior-level role provides expert guidance to external customers, county leadership, and service providers. The ideal candidate possesses advanced customer service, analytical, and leadership skills, with a strong preference for extensive knowledge of North Carolina's Child Welfare program and its operational processes. The focus is on high-impact application support, system reliability, and proactive issue prevention, requiring advanced technical proficiency, deep troubleshooting expertise, and the ability to mentor junior staff.
Requirements
- Advanced customer service capabilities
- Advanced analytical capabilities
- Advanced leadership capabilities
- Advanced technical proficiency
- Deep troubleshooting expertise
- Ability to mentor and guide junior staff
- Extensive knowledge of North Carolina's Child Welfare program and related operational processes (strongly preferred)
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.
- 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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
