Configuration Analyst

About the Role

The Configuration Analyst will play a pivotal role in supporting North Carolina Identity Management (NCID) provisioning, multi‑factor authentication (MFA) enrollment, and PATH NC access for state and county users. Working closely with administrators through ServiceNow, the analyst will troubleshoot automated system issues, generate reports, and ensure secure, reliable access to critical health services data. This position requires a blend of technical acumen and clear communication to effectively guide users and stakeholders across the state’s health system. The analyst’s work directly impacts the efficiency and security of the state’s identity management infrastructure, supporting public health initiatives and compliance requirements.

Key Responsibilities

• Provision and manage user accounts in NCID, ensuring accurate role assignments and access rights.
• Enroll users in MFA and verify successful enrollment to maintain secure authentication.
• Utilize ServiceNow to track, resolve, and document support tickets related to identity and access issues.
• Analyze automated system logs and alerts to identify and resolve performance or security anomalies.
• Generate and distribute regular reports on access, enrollment, and system health to stakeholders.
• Collaborate with state and county administrators to understand access requirements and implement solutions.
• Maintain up‑to‑date documentation of configuration procedures, troubleshooting steps, and best practices.
• Provide clear, concise communication to users and staff at all levels, using professional telephone etiquette.
• Participate in on‑site support activities two days per week, while performing the majority of work remotely.

Required Skills & Experience

• 36‑60 months of experience in application support or related roles.
• Minimum 3 years of experience with browser‑based applications and user provisioning.
• At least 5 years of experience researching, analyzing, and interpreting automated system problems.
• 1 year of experience in an application‑support help desk environment.
• Broad knowledge of the PATH NC application and its functionality (desired).
• Experience working with NCID and MFA systems (desired).
• Strong written and verbal communication skills, with excellent telephone etiquette.
• Ability to research, analyze, and interpret automated system issues independently.

Tools & Technologies

• ServiceNow ticketing system for incident management.
• North Carolina Identity Management (NCID) platform for user provisioning.
• Multi‑Factor Authentication (MFA) enrollment tools.
• PATH NC application for health services reporting.
• Standard office productivity suite (email, spreadsheets, documentation).

Work Schedule & Duration

• Contract length: 12 months (10/05/26 – 10/04/27).
• Hybrid work arrangement: remote work with 2 days per week onsite at the client location.
• Start date: 10/05/26; end date: 10/04/27.

Interview Process

The selection process begins with a webcam interview to assess technical knowledge and communication skills. Successful candidates will then be invited to an in‑person interview at the client site to meet with key stakeholders and demonstrate hands‑on proficiency with NCID and ServiceNow.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States