Job ID: NC-797436 (93390401)
Hybrid/Local Child Support/Help Desk Analyst with Salesforce (must), case/phone support, ServiceNow, SharePoint, Jira, Child Welfare/CWIS/PATH NC experience
Location: Raleigh, NC (NCDHHS-NCFAST)
Duration: 7 Months
Skills:
Experience and knowledge of browser-based applications. Required 3 Years
Experience working in a case processing (not hardware) help desk environment. Required 3 Years
Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 3 Years
Experience with ServiceNow & Salesforce-based applications Desired 2 Years
Working knowledge of social services; specifically, Child Welfare Desired 3 Years
Broad knowledge of the CWIS/PATH NC application and functionality. Desired 3 Years
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
Description:
Provides advanced functional support for the PATH NC Salesforce application, helping county & state child welfare staff resolve complex case-processing issues, review user actions, and get accurate guidance. No hardware or password support.
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