Service Support Analyst

About the Role

Our Client is seeking a seasoned Service Support Analyst to lead the production support of the Child Welfare/PATH NC application. In this role, you will be the primary point of contact for complex, high‑impact issues affecting county operations, ensuring system reliability and continuous improvement. You will collaborate closely with business owners, developers, and cross‑agency stakeholders to diagnose, resolve, and prevent critical incidents. Your leadership will guide junior analysts and shape the support strategy for a mission‑critical public service platform. This position offers the opportunity to make a tangible impact on child welfare services across North Carolina.

Key Responsibilities

• Lead the investigation and resolution of escalated production incidents affecting the PATH NC application.
• Perform advanced diagnostics to identify root causes of multi‑layer system failures.
• Coordinate cross‑functional teams—including developers, QA, and business owners—to implement timely fixes and enhancements.
• Document incident details, root‑cause analyses, and resolution steps in the ticketing system.
• Provide expert guidance to county leadership, external customers, and service providers on system usage and best practices.
• Mentor and coach junior support staff, fostering a culture of knowledge sharing and continuous improvement.
• Develop and recommend process improvements to reduce recurring incidents and enhance system stability.
• Act as a liaison between business, program management, and technical architecture teams to align support activities with organizational goals.

Required Skills & Experience

• Minimum 7 years of experience supporting browser‑based enterprise applications in a production environment.
• Strong analytical and problem‑solving skills with a proven track record of diagnosing complex system issues.
• Excellent customer‑service orientation and the ability to communicate technical information to non‑technical stakeholders.
• Leadership experience mentoring junior analysts and driving process improvements.
• In-depth knowledge of child welfare or related public‑sector operational processes is highly preferred.
• Proficiency in troubleshooting Windows and Linux operating systems, SQL databases, and network protocols.
• Experience with incident management and change control processes.

Tools & Technologies

• Ticketing and incident management platforms (e.g., ServiceNow, Jira).
• Monitoring and log‑analysis tools (e.g., Splunk, ELK stack).
• Database query languages such as SQL.
• Scripting languages for automation (e.g., PowerShell, Bash).
• Version control systems (e.g., Git) for coordinating with development teams.

Work Schedule & Duration

• Contract length: 12 months (09/14/26 – 09/13/27).
• Work arrangement: Onsite at the Raleigh, North Carolina office.
• Standard business hours with occasional on‑call support for critical incidents.

Interview Process

The selection process begins with a webcam interview to assess technical knowledge and cultural fit. Successful candidates will then participate in a technical panel interview focused on incident‑resolution scenarios and system troubleshooting. Final interviews may involve a brief presentation of a past support case to demonstrate analytical and communication skills.

Position Details

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