IT Service Support Analyst- Mid Level (NC808877)
Overview
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Application/Production Support role for the Child Welfare/PATH NC application.
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Provides assistance to external customers and service providers using the system.
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Requires strong customer service skills.
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A working knowledge of North Carolina’s Child Welfare program is highly desired.
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Focuses on application support rather than hardware.
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Requires moderate technical and troubleshooting experience.
Operations & Maintenance (O&M) Support Responsibilities
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Monitor and address county issues that front-line Help Desk staff cannot resolve.
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Diagnose issues to determine root causes.
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Resolve isolated problems when possible.
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Escalate broader or system-level issues to the development team as needed.
Technical & Cross-Team Collaboration
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Work closely with business and technical teams to troubleshoot and analyze issues.
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Reproduce, isolate, and document complex problems.
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Provide resolutions using temporary process changes and support testing of fixes and patches.
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Assist with staging or test environment setup when required.
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Recommend product or process improvements based on observed trends or patterns.
Coordination & Communication
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Serve as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.
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Support the coordination, budgeting, approval, and implementation of system change requests.