Job ID: NC-594489 (94990603)
Helpdesk Analyst with phone/system-based support, SaaS security, Cornerstone, NeoGov, PeopleAdmin and Human Resources domain/government experience
Location: Raleigh NC (NCDIT)
Duration: 12 months
Interview: In-person or webcam
Positions: 3 (3/6)
Skill Required / Desired Amount of Experience
Experience and knowledge of browser-based Software as a Service applications Required 3 Years
Experience in phone and system-based customer service Required 3 Years
Experience successfully analyzing customer issues, troubleshooting and responding quickly to resolve support requests Required 3 Years
Experience following desk guides to walk customers/users through common processes Required 3 Years
Experience with user security administration in software as a service (SaaS) applications with role- based security Required 3 Years
Experience working in State Government Highly desired 1 Years
Experience in the Human Resources domain, particularly in learning, performance, recruitment and/or classification/position management Highly desired 1 Years
Working knowledge of Cornerstone on Demand Learning Management module Desired 1 Years
Working knowledge of Cornerstone on Demand Performance Management module Desired 1 Years
Working knowledge of NeoGov Applicant Tracking/Recruitment system module Desired 1 Years
Working knowledge or PeopleAdmin position description module Desired 1 Years
The Department of Information Technology is seeking to fill three application/production support positions to support the Office of State Human Resources’ enterprise applications in Learning Management, Performance Management, Applicant Tracking and Position Description Management. The positions will assist users of these systems across North Carolina State Government with system issues, questions and security role changes. Note: This role is not a hardware- based help desk role.
Each position will act as a member of the Human Resources Business Systems Support Team. The selected candidates will be responsible for monitoring incoming issues as the first level of support. The application/production support position will assist users by answering questions, walking them through processes, analyzing system issues or errors encountered, making security role changes, and a variety of other support requests that may arise.
The selected candidate will be responsible for analyzing and researching issues to determine root causes and escalating more advanced issues or requests to the next level of support. This role will also be responsible for developing and generating reports and audits and may be asked to perform additional support tasks within any of the four systems mentioned.