Service Support Analyst

About the Role

Our Client is seeking a Service Support Analyst to join their Child Welfare technology team in Raleigh. In this role, you will provide day‑to‑day application support for the PATH NC system, ensuring that frontline help desk staff and external partners receive timely, accurate assistance. You will work closely with business, technical, and program management teams to diagnose, resolve, and document issues, while also contributing to continuous improvement of the application. The position offers a chance to impact the delivery of critical child welfare services across the state.

Key Responsibilities

• Monitor and triage production incidents reported by county help desk staff.
• Diagnose root causes of application errors and implement temporary workarounds.
• Escalate complex or system‑wide problems to the development team and track resolution status.
• Reproduce, isolate, and document issues in a structured ticketing system.
• Collaborate with business analysts and developers to test patches and new releases in staging environments.
• Provide phone‑based customer support, responding quickly to user inquiries and troubleshooting questions.
• Act as a liaison between program management, system development, and architecture teams to coordinate change requests.
• Recommend process or product improvements based on trend analysis of support tickets.
• Maintain accurate knowledge base articles and user documentation for the PATH NC application.
• Participate in on‑call rotation and after‑hours support as required.

Required Skills & Experience

• At least 3 years of experience supporting browser‑based applications in a help desk environment.
• Minimum 5 years of experience researching, analyzing, and interpreting automated system problems.
• Strong customer service skills with a proven ability to handle phone‑based support inquiries.
• 3+ years of experience in an application support role focused on software rather than hardware.
• Working knowledge of social services and child welfare programs (desired).
• Familiarity with the PATH NC application and its core functionality (desired).
• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Excellent written and verbal communication skills in English.

Tools & Technologies

• Web‑based application support for the PATH NC system.
• Help desk ticketing system for incident logging and tracking.
• Remote desktop tools for troubleshooting user environments.
• Windows operating system and common office productivity software.
• Basic scripting or automation tools for routine support tasks (e.g., PowerShell).

Work Schedule & Duration

• Contract length: 12 months (September 1, 2026 – August 31, 2027).
• Full‑time, onsite at 1915 Health Services Way, Raleigh, North Carolina, 27607.
• Standard business hours with occasional after‑hours or on‑call support as needed.

Interview Process

The selection process begins with a webcam interview conducted by Our Client’s hiring team. Successful candidates will then participate in a technical assessment focused on application troubleshooting scenarios, followed by a final panel interview with senior support and program management staff.

Position Details

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