Application Support Analyst (Mid Level) for PATH NC

BuzzClan; North Carolina; On-site; USD 52,000 - 68,000; Full time

Job summary

BuzzClan is seeking an Application/Production Support Help Desk analyst to support the PATH NC Child Welfare application. The role focuses on application support rather than hardware and requires strong customer service skills.

You will monitor issues, diagnose root causes, reproduce and document problems, escalate to the development team as needed, assist with testing of fixes, and help coordinate system change requests with business and technical teams.

Qualifications

• Strong customer service skills.
• Moderate technical and troubleshooting experience.
• Working knowledge of North Carolina Child Welfare program (highly desired).

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.
• 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.
• 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.

Skills

Customer service

Technical troubleshooting

Documentation/reproduction

Job description

BuzzClan is seeking an Application/Production Support Help Desk analyst to support the PATH NC Child Welfare application. The role focuses on application support rather than hardware and requires strong customer service skills.

You will monitor issues, diagnose root causes, reproduce and document problems, escalate to the development team as needed, assist with testing of fixes, and help coordinate system change requests with business and technical teams.