Over-the-Shoulder Support Analyst (State Consulting)

Sikich; Los Angeles (CA); On-site; USD 69,000 - 96,000; Full time

Job summary

Sikich is seeking experienced Over-the-Shoulder Support Analysts (COTS) to provide in-person, hands-on user support for a large-scale enterprise system implementation within a government client environment. You will deliver Tier 1 and 2 support, troubleshoot issues, and document incidents in the ticketing system while deployed to regional offices during Go-Live and stabilization phases.

This role emphasizes training reinforcement, rapid issue resolution at the point of need, and collaboration

Qualifications

• 4–6 years of experience supporting enterprise applications in user support or deployments.
• Experience providing in-person user support during Go-Live events or large-scale deployments.
• Ability to translate system functionality into practical end-user guidance.

Responsibilities

• Provide in-person, over-the-shoulder support to end users during system usage.
• Deliver Tier 1 and Tier 2 application support and troubleshoot issues in real time.
• Reinforce proper system usage and business processes introduced during training.
• Identify recurring questions and issues and communicate trends to relevant teams.
• Escalate complex issues to higher-level support and coordinate with otherteams.
• Collaborate with Super Users, Service Desk, Implementation Leads, and Training teams.
• Support Go-Live and stabilization periods with high-volume user needs.
• Provide feedback to improve training materials and user resources.
• Document and track all incidents in the ticketing system.
• Maintain a professional, patient, and customer-focused approach in a fast-paced environment.

Skills

Customer communication

Troubleshooting

Stakeholder collaboration

Adaptability

Tools

ServiceNow

Cherwell

Salesforce

Job description

Over-the-Shoulder Support Analyst (COTS) (US - Los Angeles, CA)

What to expect when you join Sikich

Team members at Sikich have a lot in common while also being part of a rich and varied group of contributors, creating a distinct and thriving culture. Chief among our commonalities is a desire for growth and a shared unity of purpose in our professional lives. We believe that through diverse perspectives, challenging the status quo and rewarding action, we accelerate innovation and drive growth – for our clients, for ourselves and for our communities.

The professional services landscape continues to evolve. For Sikich, this means we have an opportunity to further cement our leadership position in this industry and continue to grow our organization in increasingly exciting ways. This growth is meaningful for every team member at our company because larger companies simply see more interesting client opportunities and can attract impressively talented individuals like you. Through a dedicated focus on key business priorities and intentionally creating a rewarding employee experience, Sikich has developed into a highly regarded provider of professional services and a sought-after employer of choice.

Do you want to work with other skilled and agile practitioners who thrive on challenge and growth? We believe everyone has untapped potential. That’s why we lead with vision and act fast, pairing deep expertise with practical solutions. Our teams cut through complexity and deliver real impact. It's our hope that you find more than just a job. At Sikich, you'll find optimism, clear insights and genuine warmth, without egos.

Are you ready to grow with us?

Position summary

This position is scheduled to end on January 31, 2027, with the possibility of an extension.

Sikich is seeking experienced Over-the-Shoulder Support Analysts (COTS) to provide in-person, hands-on user support for a large-scale enterprise system implementation within a government client environment. COTS Analysts will provide Tier 1 and Tier 2 support, assist users with system and workflow questions, troubleshoot issues, and document incidents in the designated ticketing system. COTS Analysts will be deployed to regional offices during Go-Live and stabilization phases to support end users in real time as they perform their daily work. This role is critical to reinforcing training, accelerating user adoption, resolving issues at the point of need, and minimizing operational disruption during system rollout. Analysts will work directly alongside users at their workstations, providing immediate guidance, troubleshooting assistance, and business workflow.

What will you do in this role?

• Provide in-person, over-the-shoulder support to end users during system usage.
• Provide Tier 1 and Tier 2 application support and troubleshoot common user and system issues in real time.
• Reinforce proper system usage, business processes, and concepts introduced during training.
• Identify recurring user questions, issues, and workflow challenges and communicate trends to the Service Desk and Implementation teams.
• Escalate complex or unresolved technical or system issues to the appropriate higher-level support teams.
• Work closely with Super Users, Service Desk Analysts, Implementation Leads, and Training teams.
• Support high-volume user needs during Go-Live and early adoption/stabilization periods.
• Provide feedback to improve training materials, job aids, FAQs, and other user-support resources.
• Document and track all incidents and support requests in the designated ticketing system.
• Maintain a professional, patient, and customer-focused approach when supporting users in a fast-paced operational environment.

What do you need to succeed in this role?

• 4–6 years of experience supporting enterprise applications in user support, system implementation, or business operations environments.
• Experience providing in-person user support during large-scale system implementations, deployments, or Go-Live events.
• Strong understanding of business workflows and the ability to translate system functionality into practical guidance for end users.
• Strong troubleshooting and problem-solving skills with the ability to resolve common application and user issues in real time.
• Excellent communication and interpersonal skills, including the ability to support users with varying levels of technical proficiency.
• Experience using ticketing or IT service management systems, such as ServiceNow, Cherwell, or similar platforms, for incident tracking and escalation.
• Ability to work effectively in fast-paced, high-demand environments.

Preferred Qualifications

• Prior child welfare experience is highly desired, including experience working with or supporting child welfare agencies, social workers, caseworkers, supervisors, or other child welfare professionals
• Experience with the California CWS-CARES project is highly desired.
• Familiarity with California child welfare business processes, terminology, case management workflows, or existing child welfare systems is a strong plus.
• Experience supporting Salesforce or other enterprise SaaS platforms.
• Experience supporting public-sector, health and human services, county government, or other large organizational environments.
• Experience providing Tier 1 and/or Tier 2 support for enterprise applications.
• Familiarity with Organizational Change Management (OCM), user adoption, and Go-Live support strategies.
• Prior experience working alongside Training and Implementation teams or reinforcing end-user training in a production environment.

Work Environment

• Primarily an onsite role at regional office locations.
• May require travel between multiple office locations based on deployment and project needs.
• Must be available during regular business hours, with flexibility for after-hours and weekend support during Go-Live and stabilization periods.
• Must be able to work Pacific Time (PT) hours.
• Requires collaboration with remote Service Desk, Training, Implementation, and technical support teams.

Key Success Factors

• Ability to provide hands-on, real-time support in a live operational environment.
• Strong problem-solving and critical-thinking skills.
• Ability to quickly build trust and rapport with end users.
• Patience and the ability to clearly explain technical concepts to non-technical users.
• Adaptability in high-pressure and rapidly changing environments.
• Understanding of the importance of supporting child welfare professionals whose day-to-day work depends on accurate and effective system use.
• Strong focus on improving user confidence, proficiency, and system adoption.

Position Impact

• Rapid resolution of user issues at the point of need.
• Increased user confidence and proficiency with the system.
• Effective reinforcement of classroom and system training.
• Reduced dependency on the Service Desk for basic user and workflow issues.
• Identification and escalation of recurring system and business-process issues.
• Smooth Go-Live, stabilization, and successful system adoption across the organization.

In compliance with this state’s pay transparency laws, the base compensation range for this role is 50-60-70/hr (25%-50%-75%). This is not a guarantee of compensation or salary, as final offer amount may vary based on several factors including but not limited to experience and geographic location. Compensation ranges for roles in our Government Services pillar are determined by contract with the specific government agency Sikich is servicing.

In addition, specific skills/experience required are as follows:

• Values driven – You embody and model absolute integrity and servant leadership and you have a bias for action and continuous innovation.
• Uncompromising problem solver – You see opportunities in every business challenge and can develop, articulate and implement solutions.
• Collaboration –