Senior PATH NC Application Support Lead

Intellibee; Raleigh (NC); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Long-Term Stability

Comprehensive Health Coverage

Future Planning

GC Assistance

Job summary

IntelliBee in Raleigh, NC is seeking an experienced Application/Production Support Senior Analyst to lead production support for the PATH NC Child Welfare application. You will provide expert-level guidance to county leadership, service providers, and internal teams, drive issue resolution, and mentor junior staff to strengthen operational stability.

This role emphasizes proactive problem prevention, advanced diagnostics, and collaboration with business owners, developers, QA, and cross‑agency

Qualifications

• Experience researching, analyzing and interpreting automated system problems.
• Experience in an Application Support‑based (not hardware) help desk environment.
• Working knowledge of social services and Child Welfare program.
• Experience in using PATH NC application and functionality.
• Experience in phone‑based Customer Service focused roles, being able to think and respond quickly to customer questions.

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 elevate critical application or infrastructure issues to development and leadership teams.
• Provide strategic recommendations for improving operational stability and reducing recurring issues.

Skills

Root cause analysis

Application support

Customer service

PATH NC knowledge

Cross-team collaboration

Tools

PATH NC application

Ticketing systems

Job description

IntelliBee in Raleigh, NC is seeking an experienced Application/Production Support Senior Analyst to lead production support for the PATH NC Child Welfare application. You will provide expert-level guidance to county leadership, service providers, and internal teams, drive issue resolution, and mentor junior staff to strengthen operational stability.

This role emphasizes proactive problem prevention, advanced diagnostics, and collaboration with business owners, developers, QA, and cross‑agency