NCDHHS - Service Support Analyst- Mid Level

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

CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of PATH NC issues.

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.