Service desk analyst • cary nc
Service Support Analyst- Senior Level</p> <p>Location : 1915 Health Services Way</p> <p> </p> <p>The selected candidate will be required ONSITE 2 days per week.... Show more
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CWS/PATH NC Help Desk requires the services of an.Application/Production Support Help Desk Senior Analyst to help spearhead production.Application/Production Support role for the Child Welfare/PATH... Show more
We are looking for associates and leaders that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests.As the front... Show more
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MsoNormal" style=""><font>CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and r... Show more
MsoNormal" style=""><font>CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and r... Show more
MsoNormal" style=""><font>CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and r... Show more
The average salary range is between $ 41,132 and $ 70,883 year , with the average salary hovering around $ 51,681 year .
Service Support Analyst- Senior Level
Location : 1915 Health Services Way
The selected candidate will be required ONSITE 2 days per week. Do you agree to this requirement?
Your candidate must be able to attend an in-person interview. Do you agree to this requirement?
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.
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
