Service Support Analyst
*This is a 1-year contract position – Hybrid
Overview
- Application/Production Support role for the Child Welfare/PATH application.
- Provides assistance to external customers and service providers using the system.
- Requires strong customer service skills.
- A working knowledge of the Child Welfare program is highly desired.
- Focuses on application support rather than hardware.
- Requires moderate technical and troubleshooting experience.
Operations & Maintenance (O&M) Support Responsibilities
- Monitor and address county issues that front-line Help Desk staff cannot resolve.
- Diagnose issues to determine root causes.
- Resolve isolated problems when possible.
- Escalate broader or system-level issues to the development team as needed.
Technical & Cross-Team Collaboration
- Work closely with business and technical teams to troubleshoot and analyze issues.
- Reproduce, isolate, and document complex problems.
- Provide resolutions using temporary process changes and support testing of fixes and patches.
- Assist with staging or test environment setup when required.
- Recommend product or process improvements based on observed trends or patterns.
Coordination & Communication
- Serve as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.
- Support the coordination, budgeting, approval, and implementation of system change requests.
Required Skills/Knowledge/Experience:
- Experience and knowledge of browser-based applications. Required 3 Years
- Experience researching, analyzing, and interpreting automated system problems. Required 5 Years
- Experience working in an Application Support-based (not hardware) help desk environment., Required 3 Years
- Working knowledge of social services and Child Welfare program. Desired 2 Years
- Broad knowledge of the PATH application and functionality. Desired 1 year
- Experience in phone-based customer service-focused roles, being able to think and respond quickly to customer questions. Required 3 Years
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