Job ID: NC-809319 (93890910)
Hybrid/Local Application/Production Support/Help Desk Analyst with system reliability, Child Welfare/PATH NC application troubleshooting/diagnostics/RCA, defect tracking experience
Location: Raleigh, NC (NCDHHS-NCFAST)
Duration: 12 Months
Skills:
Experience and knowledge of browser-based applications. Required 7 Years
Experience researching, analyzing and interpreting automated system problems. Required 7 Years
Experience working in an Application Support-based (not hardware) help desk environment. Required 6 Years
Working knowledge of social services and Child Welfare program. Highly desired 5 Years
Working knowledge of the PATH NC application and functionality. Highly desired 1 Years
Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 7 Years
Description:
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.