Senior Application Support Lead – Child Welfare PATH

Novalink Solutions LLC; Raleigh (NC); On-site; USD 90,000 - 125,000; Full time

Job summary

Novalink Solutions LLC in Raleigh, NC, seeks a Senior Service Support Analyst for the NC PATH Child Welfare application. This senior role provides expert guidance to external customers, county leadership, and service providers, focusing on high-impact support and system reliability.

You will mentor junior staff, perform advanced diagnostics, and collaborate with architecture, development, QA, and agency partners to resolve complex issues. Strong customer service and leadership are essential.

Qualifications

• Experience with browser-based applications.
• Experience researching and interpreting automated system problems.
• Experience in an application support help desk environment.
• Knowledge of social services and Child Welfare is highly desired.
• PATH NC knowledge strongly desired.
• Phone-based customer service experience required.

Responsibilities

• Oversee and support resolution of complex county issues escalated beyond front-line Help Desk capabilities.
• Perform advanced diagnostics to determine systemic or multi‑layer root causes.
• Lead resolution efforts for high-severity or cross-county problems.
• Identify, classify, and escalate critical application or infrastructure issues to development and leadership teams.
• Provide strategic recommendations for improving operational stability and reducing recurring issues.
• Mentor junior team members and foster cross‑team knowledge sharing.
• Act as a liaison between Business, Program Management, System Development, A&I Technical Architecture, county leadership, and other partners.

Skills

Browser-based apps

Root cause analysis

Customer service leadership

PATH NC knowledge

Mentoring

Job description

Novalink Solutions LLC in Raleigh, NC, seeks a Senior Service Support Analyst for the NC PATH Child Welfare application. This senior role provides expert guidance to external customers, county leadership, and service providers, focusing on high-impact support and system reliability.

You will mentor junior staff, perform advanced diagnostics, and collaborate with architecture, development, QA, and agency partners to resolve complex issues. Strong customer service and leadership are essential.