IT PATH NC Application Support Agent (NC797436)

IT PATH NC Application Support Agent (NC797436)


Essential Duties and Responsibilities

• Provide Tier 2 support for social services staff encountering case-processing or workflow issues within the Salesforce-based PATH NC application

• Analyze user activity, case data, and system behavior to determine root causes of issues

• Guide users in resolving errors through data corrections or by following established process guidance

• Use ServiceNow to manage, document, and update all assigned support tickets

• Resolve complex issues escalated from Tier 1 and identify when escalation to Tier 3 is warranted

• Reference Jira to review system defects, enhancements, and items that may impact user workflows

• Use SharePoint to access and apply system documentation, job aids, and guidance materials

• Document all troubleshooting steps and resolutions clearly and consistently in ServiceNow

• Collaborate with Tier 3 teams and developers to identify recurring issues, system defects, or improvement opportunities

• Stay current on PATH NC processes, policy updates, and system changes

• Communicate professionally with county social services staff, supervisors, and managers across the state

• Follow established support procedures and contribute to process improvements

Required Knowledge, Skills, and Abilities

• Knowledge of application support environments and case-processing workflows
• Strong analytical and problem?solving abilities

• Ability to interpret Salesforce system behavior and identify process-related issues

• Proficiency with ServiceNow or similar ticketing systems

• Ability to use SharePoint to locate and interpret documentation

• Strong written and verbal communication skills

• Ability to explain detailed steps clearly to users with varying technical backgrounds

• Experience reviewing or interpreting system defects or enhancements in Jira (preferred)

• Ability to prioritize and manage multiple tickets in a fast-paced support environment

• Ability to work independently while collaborating effectively with Tier 1, Tier 3, and development teams

Minimum Qualifications

• Associate degree plus experience or bachelor’s degree required

• Experience in customer service required; experience in application support, case processing, or related fields (preferred)

• Experience with ServiceNow & Salesforce-based applications (preferred)

• Experience supporting statewide systems or working with county & state child welfare agencies (preferred)

Work Environment

• Support is provided via phone and through the service portal in ServiceNow

• Frequent interaction with Tier 1 agents, Tier 3 teams, Business, development staff, and county & state child welfare users