Part-Time On-Site Support Analyst (CWIS & Salesforce)

Soho Square Solutions; Raleigh (NC); On-site; USD 34,000 - 55,000; Part time

Job summary

Soho Square Solutions seeks an on-site support specialist for a part-time role in Raleigh, NC. The position operates on a 6-week rotation: 2 weeks on-site (billable) followed by 4 weeks off (non-billable). Travel Sundays precede each on-site assignment to NC DSS offices handling PATH NC CWIS users.

Responsibilities include diagnosing CWIS issues, training end-users, and serving as the first point of contact. Roaming on-site support may extend up to 2 weeks after each rollout.

Qualifications

• Ability to understand Salesforce platform quickly.
• Troubleshooting: Diagnosing and resolving CWIS issues.
• Communication: Effectively communicating with social workers, IT staff, and management.
• Training and Support: Training end-users, training development, and providing ongoing support.
• Empathy and Patience: Demonstrating understanding and patience with users.
• Documentation: Keeping detailed records of issues, resolutions, and feedback.

Responsibilities

• On-Site Support will be the first point of contact for CWIS users who have questions or issues.
• Roaming on-site support may be offered for up to 2 weeks following each rollout.
• Escalate issues to the Child Welfare Help Desk when unresolved.
• Provide guidance to Help Desk POCs on submitting Help Desk tickets via phone or ServiceNow.
• Assist with end-user training and training materials development as needed.

Skills

Salesforce

Troubleshooting

Communication

Training & Support

Empathy & Patience

Documentation

Tools

ServiceNow

Job description

Soho Square Solutions seeks an on-site support specialist for a part-time role in Raleigh, NC. The position operates on a 6-week rotation: 2 weeks on-site (billable) followed by 4 weeks off (non-billable). Travel Sundays precede each on-site assignment to NC DSS offices handling PATH NC CWIS users.

Responsibilities include diagnosing CWIS issues, training end-users, and serving as the first point of contact. Roaming on-site support may extend up to 2 weeks after each rollout.