Senior Application & Production Support Lead (Hybrid)

accel bi corporation; Raleigh, Northern (NC, KY); Hybrid; USD 55,000 - 83,000; Full time

Job summary

PATH NC Help Desk is seeking an Application/Production Support Senior Analyst to lead production support analysis and resolve PATH NC issues. The role emphasizes advanced customer service, leadership, and deep knowledge of the Child Welfare system in North Carolina.

The position is based in Raleigh with a hybrid onsite requirement. Applicants must be able to diagnose complex problems, mentor junior staff, and collaborate with business owners, developers, QA, and cross-agency partners to improve

Qualifications

• Senior Application/Production Support role for PATH NC
• Advanced customer service and leadership capabilities
• Extensive knowledge of North Carolina’s Child Welfare program is strongly preferred
• Focus on high impact application support and system reliability
• Mentor and guide junior staff

Responsibilities

• Oversee and support resolution of complex county issues escalated beyond front-line Help Desk capabilities
• Perform advanced diagnostics to determine systemic root causes
• Lead resolution efforts for high-severity or cross-county problems
• Identify and elevate critical issues to development and leadership teams
• Provide strategic recommendations for improving operational stability and reducing recurring issues
• Mentor junior team members and foster knowledge sharing

Skills

Customer service

Analytical skills

Leadership

Job description

PATH NC Help Desk is seeking an Application/Production Support Senior Analyst to lead production support analysis and resolve PATH NC issues. The role emphasizes advanced customer service, leadership, and deep knowledge of the Child Welfare system in North Carolina.

The position is based in Raleigh with a hybrid onsite requirement. Applicants must be able to diagnose complex problems, mentor junior staff, and collaborate with business owners, developers, QA, and cross-agency partners to improve