LI
Service Support Analyst- Senior Level
LanceSoft Inc
🇺🇸 United States
On-site
Senior
4 weeks ago
$28.15 / hour
4 weeks ago
CWS/PATH NC Help Desk requires the services of an
Application/Production Support Help Desk Senior Analyst to help spearhead production
support analysis and resolution of PATH NC issues.
Overview
· Senior
Application/Production Support role for the Child Welfare/PATH NC application.
· Provides
expert-level guidance to external customers, county leadership, and service
providers using the system.
· Requires
advanced customer service, analytical, and leadership capabilities.
· Extensive
knowledge of North Carolina’s Child Welfare program and related operational
processes is strongly preferred.
· Focuses
on high‐impact application support, system reliability, and proactive issue
prevention rather than hardware.
· Requires
advanced technical proficiency, deep troubleshooting expertise, and the ability
to mentor and guide junior staff.
Operations & Maintenance (O&M) Support
Responsibilities
· Oversee
and support resolution of complex county issues escalated beyond front-line
Help Desk capabilities.
· Perform
advanced diagnostics to determine systemic or multi‐layer root causes.
· Lead
resolution efforts for high-severity or cross-county problems.
· Identify,
classify, and escalate critical application or infrastructure issues to
development and leadership teams.
· Provide
strategic recommendations for improving operational stability and reducing
recurring issues.
Technical & Cross-Team Collaboration
· Partner
closely with business owners, architecture teams, developers, QA, and cross‐agency
stakeholders to analyze and resolve complex problems.
· Reproduce,
isolate, and document high‐complexity defects, system behavior anomalies, and
performance issues.
· Recommend
strategic product, workflow, or process improvements based on long-term trend
analysis and emerging patterns.
· Mentor
junior team members and foster cross‐team knowledge sharing.
Coordination &
Communication
· Act
as a liaison between Business, Program Management, System Development, A&I
Technical Architecture, county leadership, and other partners.
· Support
the coordination and implementation of system change requests.
· Communicate
impact assessments, risk evaluations, and proposed solutions to leadership and
stakeholders.
Service Support Analyst- Senior Level · LanceSoft Inc