Service Support Analyst, Raleigh, NC, US

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

CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk Senior Analyst to help spearhead production support analysis and resolution of PATH NC issues.

Overview

• Senior Application/Production Support role for the Child Welfare/PATH NC application.
• Provides expert-level guidance to external customers, county leadership, and service providers using the system.
• Requires advanced customer service, analytical, and leadership capabilities.
• Extensive knowledge of North Carolina’s Child Welfare program and related operational processes is strongly preferred.
• Focuses on high‑impact application support, system reliability, and proactive issue prevention rather than hardware.
• Requires advanced technical proficiency, deep troubleshooting expertise, and the ability to mentor and guide junior staff.

Operations & Maintenance (O&M) Support 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.

Technical & Cross‑Team Collaboration

• Partner closely 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.
• Recommend strategic product, workflow, or process improvements based on long‑term trend analysis and emerging patterns.
• Mentor junior team members and foster cross‑team knowledge sharing.

Coordination & Communication

• 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.

Skill Matrix:

• Experience researching, analyzing and interpreting automated system problems. Required 7 Years
• Experience working in an Application Support‑based (not hardware) help desk environment. Required 6 Years
• Working knowledge of social services and Child Welfare program. Highly desired 5 Years
• Working knowledge of the PATH NC application and functionality. Highly desired 1 Years
• Experience in phone‑based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 7 Years

Benefits at IntelliBee

• Long-Term Stability: Join us on a multi‑year opportunities with room to grow.
• Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
• Future Planning: Enroll in our 401(k) program and invest in your financial security.
• GC Assistance: We support immediate Green Card processing, if required.