Service Support Analyst- Senior Level

accel bi corporation; Raleigh, Northern (NC, KY); Hybrid; USD 55,000 - 83,000; Full time

Job summary

PATH NC Help Desk is seeking an Application/Production Support Senior Analyst to lead production support analysis and resolve PATH NC issues. The role emphasizes advanced customer service, leadership, and deep knowledge of the Child Welfare system in North Carolina.

The position is based in Raleigh with a hybrid onsite requirement. Applicants must be able to diagnose complex problems, mentor junior staff, and collaborate with business owners, developers, QA, and cross-agency partners to improve

Qualifications

• Senior Application/Production Support role for PATH NC
• Advanced customer service and leadership capabilities
• Extensive knowledge of North Carolina’s Child Welfare program is strongly preferred
• Focus on high impact application support and system reliability
• Mentor and guide junior staff

Responsibilities

• Oversee and support resolution of complex county issues escalated beyond front-line Help Desk capabilities
• Perform advanced diagnostics to determine systemic root causes
• Lead resolution efforts for high-severity or cross-county problems
• Identify and elevate critical issues to development and leadership teams
• Provide strategic recommendations for improving operational stability and reducing recurring issues
• Mentor junior team members and foster knowledge sharing

Skills

Customer service

Analytical skills

Leadership

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.

Responsibilities

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 implement

Job Demographic

Location Raleigh, NC (Hybrid)

Experience The selected candidate will be required ONSITE 2 days per week.

candidate must be able to attend an in-person interview.

Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours