Support Analyst

Soho Square Solutions; Raleigh (NC); On-site; USD 34,000 - 55,000; Part time

Job summary

Soho Square Solutions seeks an on-site support specialist for a part-time role in Raleigh, NC. The position operates on a 6-week rotation: 2 weeks on-site (billable) followed by 4 weeks off (non-billable). Travel Sundays precede each on-site assignment to NC DSS offices handling PATH NC CWIS users.

Responsibilities include diagnosing CWIS issues, training end-users, and serving as the first point of contact. Roaming on-site support may extend up to 2 weeks after each rollout.

Qualifications

• Ability to understand Salesforce platform quickly.
• Troubleshooting: Diagnosing and resolving CWIS issues.
• Communication: Effectively communicating with social workers, IT staff, and management.
• Training and Support: Training end-users, training development, and providing ongoing support.
• Empathy and Patience: Demonstrating understanding and patience with users.
• Documentation: Keeping detailed records of issues, resolutions, and feedback.

Responsibilities

• On-Site Support will be the first point of contact for CWIS users who have questions or issues.
• Roaming on-site support may be offered for up to 2 weeks following each rollout.
• Escalate issues to the Child Welfare Help Desk when unresolved.
• Provide guidance to Help Desk POCs on submitting Help Desk tickets via phone or ServiceNow.
• Assist with end-user training and training materials development as needed.

Skills

Salesforce

Troubleshooting

Communication

Training & Support

Empathy & Patience

Documentation

Tools

ServiceNow

Job description

This is a part-time, on-site support role operating on a 6-week rotation:

**2 weeks on-site** (billable)

**4 weeks off** (non-billable) You will only bill for the 2 weeks of active on-site support within each 6-week cycle. The 4 weeks between assignments are non-billable. **Travel:** Sunday travel is required at the start of each on-site assignment. You will be required to travel to NC DSS offices throughout North Carolina Expected Deliverable(s) On-Site Support will be the first point of contact for NC Child Welfare Information System (CWIS) users who have questions or experience issues with PATH NC, after they have exhausted self-help methods. Roaming on-site support will be offered on-site for up-to-2 weeks, following each rollout. On-Site Support tracks and manages county questions and issues. Questions and issues that can be addressed by On-Site Support are answered and communicated to the user directly. Questions and issues that cannot be answered by On-Site Support independently are escalated to the Child Welfare Help Desk. On-Site Support provides guidance to Help Desk POCs on how to submit a Help Desk ticket via phone or the ServiceNow portal. If there is down-time, On Site Support staff will be required to support other training activities, such as end-user training, training development (materials, quick reference guides, etc, and other ongoing support). Contractor's services be On Site at client offices - Various locations to be determined by the client.

Required Skills

• Ability to understand Salesforce platform quickly.
• Troubleshooting: Diagnosing and resolving CWIS issues.
• Communication: Effectively communicating with social workers, IT staff, and management.
• Training and Support: Training end-users, training development, and providing ongoing support.
• Empathy and Patience: Demonstrating understanding and patience with users.
• Documentation: Keeping detailed records of issues, resolutions, and feedback.

Preferred Skills

• Understanding of Child Welfare Processes: Familiarity with child welfare practices, policies, and procedures