Senior Service Support Analyst – PATH NC Systems

My3tech; Raleigh (NC); On-site; USD 95,000 - 125,000; Full time

Job summary

My3tech is seeking a Senior Service Support Analyst to provide expert-level application and production support for the NC Child Welfare PATH NC system. The role focuses on high-impact support, system reliability, and proactive issue prevention, with mentoring responsibilities for junior staff.

Key duties include cross-team collaboration with business owners, developers, and county leadership, diagnosing complex issues, and delivering strategic improvements to stability and performance.

Qualifications

• 7+ years researching, analyzing and interpreting automated system problems.
• 7+ years in an application support-based help desk environment (not hardware).
• 6+ years working knowledge of social services and Child Welfare program.

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 issues to development and leadership teams.
• Provide strategic recommendations for improving operational stability and reducing recurring issues.
• Partner with business owners, architecture teams, developers, QA, and cross-agency stakeholders to analyze and resolve complex problems.
• Reproduce, isolate, and document high complexity defects, system behavior anomalies, and performance 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.
• Support the coordination and implementation of system change requests.
• Communicate impact assessments, risk evaluations, and proposed solutions to leadership and stakeholders.

Skills

Advanced customer service

Analytical thinking

Leadership

Tools

PATH NC application

Job description

My3tech is seeking a Senior Service Support Analyst to provide expert-level application and production support for the NC Child Welfare PATH NC system. The role focuses on high-impact support, system reliability, and proactive issue prevention, with mentoring responsibilities for junior staff.

Key duties include cross-team collaboration with business owners, developers, and county leadership, diagnosing complex issues, and delivering strategic improvements to stability and performance.