Service Support Analyst- Senior Level

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

Service Support Analyst- Senior Level

Location : 1915 Health Services Way

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.

Experience and knowledge of browser-based applications.

Required

• 7 Years Experience researching, analyzing and interpreting automated system problems.
• 7 Years Experience working in an Application Support-based (not hardware) help desk environment.
• 6 Years Working knowledge of social services and Child Welfare program.
• Required 7 Years

Highly desired

• 5 Years Working knowledge of the PATH NC application and functionality.
• 1 Years Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.